Senior Manager of Technical Services

Overview:

This role requires a strategic leader with deep technical expertise, strong customer service orientation, and the ability to drive process improvements. The Senior Manager will establish the best practices, enhance team collaboration, and ensure efficient service delivery while maintaining high-quality technical support.

• Location: Bethesda, MD. In office position.
• Travel: This position does not require travel
• Salary Range: $120,000-$150,000/year

Responsibilities:

• Provide direction, mentorship, and leadership to the Technical Support and FQA teams, ensuring alignment with company goals.

• Implement and optimize workflows, ensuring efficient handling of customer and field service requests.

• Act as the primary liaison between Technical Support and FQA, ensuring seamless handoffs for escalations requiring internal interventions.

• Define and track KPIs for both teams, continuously assessing and optimizing team efficiency, customer satisfaction, and response times.

• Ensure all inquiries from customers and field operations are handled promptly, effectively, and with a focus on quality resolution.

• Oversee the development of a structured training program to bridge skill gaps across the teams, ensuring consistency in knowledge and capabilities.

• Ensure both teams utilize the same tools and technologies, efficiently, providing recommendations for process automation and system enhancements. Assist with evaluating and implementing new technologies for operation growth

• Implement and optimize workflows, ensuring efficient handling of customer and field service

• Act as the primary liaison between Technical Support and FQA, ensuring seamless handoffs for escalations requiring internal

• Define and track KPls for both teams, continuously assessing and optimizing team efficiency, customer satisfaction, and response times.

• Ensure all inquiries from customers and field operations are handled promptly, effectively, and with a focus on quality

• Oversee the development of a structured training program to bridge skill gaps across the teams, ensuring consistency in knowledge and capabilities.

• Ensure both teams utilize the same tools and technologies efficiently, providing recommendations for process automation and system Assist with evaluating and implementing new technologies for operation growth.

• Adapt responsibilities to align with emerging business needs, changing organizational goals, and evolving market trends.

Qualifications:

• Bachelor's degree in IT, Engineering, or related field preferred. Equivalent professional experience will be considered.

• Experience: 5-7 years of experience in technical support, field service, or IT operations leadership role.
• Industry Knowledge: Experience in access control, security systems, SaaS, or preferred technology-driven environments a plus.
• Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.

• Excellent written and verbal communication for effective collaboration across teams.
• Ability to schedule and manage staffing in 24/7/365 environment.
• Ability to work independently and proactively address challenges.
• Strong leadership and team management experience with a proven ability to develop high-performing teams.
• Ability to analyze and improve workflows, ensuring efficiency and high customer satisfaction.
• Excellent problem-solving and decision-making capabilities.
• Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.
• Exceptional communication and stakeholder management skills.