Technical Services Manager

Merakey•Whitemarsh Township, PA

6h•Onsite

About The Position

Are you looking for an opportunity to advance your career while working with an extraordinary team? At Merakey, we put heart and soul into everything we do. We are seeking a full-time Technical Services Manager to join our team at our team at our headquarters in Lafayette Hill, PA. Shift: Monday-Friday, 1st shift on-site Location: 620 Germantown Pike Lafayette Hill, PA 19444 The Technical Services Manager oversees the delivery of End User Support and IT operations across the organization. This role manages a team, ensures timely resolution of support issues, maintains internal systems, and drives continuous service improvement. The Technical Services Manager plays a key role in aligning technical services with organizational goals, ensuring high levels of performance, customer satisfaction, and operational excellence.

Requirements

Bachelor’s degree in computer science, computer engineering or 5 years equivalent work experience required.
Minimum 5 years of experience in either IT desktop/network/system support/engineering roles.
Minimum 3 years supervisory experience with remote teams.

Nice To Haves

Ability to communicate effectively across all operational levels of the organization as well as with suppliers and customers, exercising appropriate tact and diplomacy to accomplish objectives.
Effective interpersonal skills, with the ability to present recommendations and ideas and to summarize issues.
Ability to build, coach and motivate a high-performance technical service team, while holding the team accountable for results.
Ability to work effectively under pressure in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines.
Strong interpersonal, communication and analytical skills.
Ability to work independently and have strong team-building skills.
Organized detail-oriented self-starter.
Customer focused attitude.
Travel as needed (valid driver's license required).

Responsibilities

Supervise and support Technical Services Analysts, ensuring efficient daily operations and resolution of critical technical issues.
Oversee help desk activities, escalated support cases, and the administration of issue tracking and asset management systems.
Monitor and manage service levels (SLAs), internal customer expectations, and satisfaction across all levels of the organization.
Identify and implement process improvements, support change management initiatives, and drive the adoption of new technologies.
Develop and maintain training materials for end users; oversee certification processes and onboarding for IT assets.
Facilitate clear communication between IT, leadership, and other departments; relay updates and manage expectations effectively.
Collect and analyze support trends and performance metrics to inform decision-making and continuous improvement efforts.
Foster a high-performing team culture through mentorship, performance evaluations, and professional development planning.

Benefits

Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
Retirement plan -- both pre-tax and Roth (after-tax) options available for employee contributions.
DailyPay -- access your pay when you need it!
On the Goga well-being platform, featuring self-care tools and resources.
Access Care.com for backup childcare, elder care, and household services.
Confidential counseling, legal, and financial services through our Employee Assistance Program (EAP).
Tuition reimbursement and educational partnerships.
Employee discounts and savings programs on entertainment, travel, and lifestyle.
Access to Pryor Online Learning for free online personal development classes.

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