Technical Services Manager
About The Position
The Surplus Line Association of California (SLA) is seeking a Technical Services Manager to lead technology operations, elevate the employee experience, and drive continuous improvement. This role is responsible for ensuring the reliability, security, and performance of the end-user technology environment while continuously improving systems, processes, and partnerships. The Technical Services Manager will combine technical expertise with operational leadership to build a world-class support experience. This is a highly visible, hands-on leadership role where you will influence technology strategy, service delivery, vendor performance, security practices, and user experience across the organization. The SLA fosters an open, inclusive, and collaborative culture and has been recognized as a Great Place to Work® and one of Fortune’s Best Workplaces in the Bay Area.
Requirements
- Must be a California resident.
- 7+ years supporting enterprise technology environments.
- 3+ years leading support operations, technical teams, contractors, or managed service relationships.
- Deep Microsoft 365 administration experience (Exchange, Teams, SharePoint, Entra ID).
- Experience supporting both Windows and Mac environments.
- Strong understanding of endpoint management and security best practices.
- Experience managing SaaS platforms and user lifecycle processes.
- Experience working with vendors, contracts, and technology procurement.
- Exceptional troubleshooting and analytical skills.
- Ability to communicate effectively with both technical and non-technical audiences.
Nice To Haves
- Experience leading service improvement initiatives.
- Experience implementing automation and workflow improvements.
- Experience in highly regulated or security-conscious environments.
- ITIL, Microsoft, CompTIA, or related certifications.
Responsibilities
- Lead day-to-day technology support operations while developing scalable processes that improve responsiveness, user satisfaction, and operational efficiency.
- Serve as the escalation point for complex technical issues.
- Analyze trends and recurring issues to identify root causes and long-term solutions.
- Build a proactive support culture focused on prevention rather than reaction.
- Oversee Microsoft 365 administration (Exchange Online, Teams, SharePoint, Entra ID).
- Manage end-user computing environments across Windows, Mac, and mobile devices.
- Oversee virtual and physical server environments.
- Administer and govern SaaS applications.
- Ensure network reliability, connectivity, and performance.
- Manage device management and lifecycle planning.
- Oversee endpoint security, identity management, and access controls.
- Partner with leadership on security initiatives and risk mitigation.
- Manage backup and disaster recovery programs.
- Support audits, security reviews, and compliance efforts.
- Manage relationships with MSPs, telecom providers, hardware vendors, and software partners.
- Negotiate and manage technology contracts and renewals.
- Hold vendors accountable to service-level commitments.
- Evaluate technology investments through operational and business lenses.
- Manage technology procurement and lifecycle planning.
- Identify opportunities to automate repetitive processes.
- Standardize documentation and operational procedures.
- Recommend technologies that improve employee productivity and security.
- Lead change management and user adoption efforts.
- Develop roadmaps that increase support maturity and operational excellence.
Benefits
- Flexible work-life balance options
- Expansive benefits package with a variety of choices for medical, dental, and vision coverage
- Educational benefits
- Generous wellness stipend
- Complimentary Costco memberships
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
