IT Technical Services Manager

Great HealthWorks, Inc.•Fort Lauderdale, FL

2d•Onsite

About The Position

The IT Technical Services Manager is responsible for leading and developing the IT Technical Services team — including Supervisors, Team Leads, and technical professionals — to deliver high-quality end-user support services across Great HealthWorks and its affiliates. Reporting to the VP of Network Operations, this role owns the day-to-day operation of IT Technical Services, ensuring service excellence, SLA performance, operational efficiency, and strong team performance aligned with organizational goals. The Manager serves as the operational partner to Network Operations, managing the escalation pathway between the two teams and ensuring that issues requiring NetOps involvement are triaged, coordinated, and resolved efficiently.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered
7+ years of progressive experience in IT technical support or service desk operations.
3+ years of people-management experience, including directly managing Supervisors and/or Team Leads
Demonstrated experience managing vendor relationships and coordinating license, subscription, and contract renewals
Experience leading a technical services team of at least 10 team members across multiple shifts
Hands-on experience with a ticketing/ITSM platform (Jira Service Management and/or InvGate) and with end-user technology tools including O365, Microsoft Windows, macOS, Active Directory, and inventory/asset management software
Experience designing and implementing support processes and documentation standards
Strong understanding of a Ticketing System Environment
Strong leadership and coaching skills
Excellent communication skills
Strong analytical and problem-solving ability
Ability to manage multiple priorities
Understanding of service desk operations and metric
Able to work as a team and take initiative
Comprehensive knowledge of Microsoft Windows and/or Apple operating systems
Expert computer software and hardware troubleshooting skills.
Advance knowledge of PC based and software systems.
Basic network administration ability with Microsoft Active Directory and other network applications
Strong listening and problem-solving ability
Ability to explain and document computer systems in terms equivalent to user’s experience level
Good analytical and decision-making skills
Requires excellent leadership skills, including the ability to prioritize, problem-solve and multi-task in a fast-paced environment

Nice To Haves

Bi-lingual in Spanish preferred.

Responsibilities

Lead, coach, and develop Supervisors, Team Leads, and technical staff, including performance management, career development, and succession planning
Own the day-to-day operation of the IT Technical Services team, ensuring Service Level Agreements (SLAs) are consistently met or exceeded
Monitor ticket volume, trends, backlog, and resource allocation; adjust staffing, schedules, and priorities to meet changing business demand
Drive process improvements and operational efficiency, including documentation of best-practice processes and procedures, knowledge base management, and quality-assurance audits
Serve as escalation point for complex technical and customer-service issues; engage directly with end users, leadership, and vendors as needed to drive resolution
Serve as the primary operational interface between IT Technical Services and Network Operations; manage the escalation pathway and coordinate with the VP of Network Operations on issues requiring NetOps engagement
Partner with HR, business stakeholders, and IT leadership to align service delivery with business needs and to support onboarding/offboarding, access management, and end-user technology refresh activities
Support hiring, onboarding, training, and retention of team members; participate in resume review, candidate selection, and performance reviews
Manage timekeeping, time-off, and overtime approvals for direct and indirect reports; ensure adequate coverage across shifts
Own the IT Technical Services operating budget at the team level; track spend, forecast needs, and flag variances to the VP of Network Operations
Manage day-to-day vendor relationships and coordinate license, subscription, and contract renewals for tools supporting IT Technical Services (e.g., Jira Service Management, InvGate, O365, inventory software); escalate strategic vendor decisions to the VP of Network Operations
Coordinate procurement of end-user hardware, software, supplies, and services in partnership with vendors and internal stakeholders
Ensure compliance with company policies and procedures
Define, track, and report IT Technical Services KPIs and performance indicators; deliver weekly and monthly service-level, trend, and quality reporting to the VP of Network Operations and executive leadership
Proactively communicate service performance, changes, outages, and major incidents to stakeholders in a timely, professional manner
Provide after-hours availability to support major escalations, critical incidents, and coordinated work with Network Operations
Promote a cooperative, harmonious, and engaged team culture that supports morale, productivity, and retention
Other duties as assigned