Tech Services Manager Jobs (NOW HIRING)

Description

JOB SUMMARY

The Technology Services Manager leads the Level 3 support and services team, providing technical leadership and expertise, and ensuring consistent execution of technology services across all offices. This role resolves high-impact escalated incidents and requests from Level 1 and Level 2 support teams, as well as from IT leadership.

The position oversees employee technology intake and departure processes, leads customer-facing technology projects, and ensures adherence to established workflows and service standards. The Technology Services Manager also leads and facilitates firmwide internal hybrid meetings and webinars, coordinating conference room scheduling, meeting settings, and pre-meeting technology testing across offices.

This role monitors incident escalation queues, tracks incidents, requests, and problems, and ensures a high‑quality, seamless end‑user support experience. The Technology Services Manager is responsible for mentoring and managing team members, prioritizing and scheduling resources, and driving operational consistency.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Directly manages all Level 3 Technology Support Analysts and the A/V Support Analyst, including workload assignment, scheduling, performance management, and professional development.

Provides expert‑level technical guidance and troubleshooting techniques. Ensures resolution of complex, high‑impact incidents escalated beyond Level 1 and Level 2 support.

Owns and manages the employee technology intake and departure processes, including account provisioning, equipment imaging, coordination with business stakeholders, and execution of defined workflows and tasks.

Leads, coordinates, and facilitates firmwide internal hybrid meetings and webinars, including conference room technology usage and readiness.

Manages video conferencing services and coordinates technical requirements.

Leads and delivers customer‑facing technology projects, providing regular updates to stakeholders.

Acts as a technical escalation point and liaison with engineering teams and external vendors.

Ensures accurate ticket documentation and consistent resolution standards across all incidents.

Oversees inventory, deployment, and lifecycle management of firm hardware assets.

Coordinates incident response efforts with Information Security, Infrastructure, and Enterprise Applications teams.

Ensures the team has the knowledge, tools, and guidance necessary to troubleshoot and resolve complex issues related to firm‑standard applications and hardware, including computers, phones, printers, multi‑functional devices (MFDs), and audio‑visual systems.

Proactively monitors support inquiries to identify emerging issues, trends, or systemic risks within the technology platform.

Assigns and monitors post‑maintenance testing to ensure all systems and services are operational following scheduled maintenance.

SHARED RESPONSIBILTIES

Ensures deskside support queues across all offices are actively monitored and incidents are resolved in a timely manner.

Provides daily audio/video hybrid meeting support across offices, including coordination of coverage and escalation.

Collaborates on after‑hours on‑call rotation schedules and escalation coverage.

Partners across support tiers and resolver groups to ensure a consistent end‑user experience.

Coordinates support services with local office administration teams, including Administrative Office Managers and Facilities.

Maintains an up‑to‑date support team and end-user-facing knowledge base, troubleshooting guides, and documented support procedures.

Additional Skills & Qualifications

Knowledge/Skills/Abilities:

Strong troubleshooting expertise with sound decision‑making and strategic thinking skills.

High attention to detail with strong organizational and execution capabilities.

Excellent interpersonal, verbal, written, and customer service skills.

Ability to clearly communicate technical concepts to non‑technical audiences.

Demonstrated leadership, accountability, and perseverance to ensure tasks and requests are completed.

Ability to remain calm and professional when resolving customer issues.

Flexibility to adapt to changing priorities and to work outside standard business hours when required.

Experience with generative AI‑powered technologies, such as Microsoft 365 Copilot.

Expert knowledge of Microsoft Windows, Microsoft 365 Admin Center, and Azure services.

Advanced experience troubleshooting computer hardware, phones, printers, mobile devices, and A/V systems.

Experience with remote access technologies and enterprise video conferencing systems (e.g., Crestron, Cisco).

Understanding data security concepts and enterprise security requirements.

General knowledge of network architecture, including switches, routers, circuits, virtual servers, and data centers.

Education:

Bachelor’s Degree or equivalent experience preferred

Experience:

7+ years of relevant IT experience.

3-5+ years in a technology support management capacity

Experience in using ticketing system such as ServiceNow

Experience resolving complex technical incidents

Experience with project management

Experience delivering white glove customer service

Experience building and developing staff

Experience with vendor management.

This is a Permanent position based out of Washington, DC.

The pay range for this position is $125857.00 - $157321.00/yr.

We know that the needs of our employees vary and can change throughout the different stages of life. That’s why we offer a wide array of flexible benefit options designed to help you live healthy, live well, and live for tomorrow. In addition to medical, dental, vision, profit-sharing, generous paid time off, and numerous other benefits, we also provide a flexible reimbursement account that helps pay for the things that contribute to your personal well-being, in your own way. This is an exempt position.

This is a fully onsite position in Washington,DC.

This position is anticipated to close on Jun 22, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.