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Technical Services Manager

Silverado Technologies Inc
Tucson, AZ
  • Expired: September 28, 2022. Applications are no longer accepted.

He/she is determined to ensure that client issues are fully resolved in a timely and accurate manner. This role requires a combination of technical experience and innovative attitude to help creatively solve problems. This role in the organization also includes developing and implementing new processes that streamline service delivery.

Due to the technical nature of the job, the leader needs to interact and exchange ideas with all members of the technical team, dispatch, and account management in a professional and thorough manner in both written and verbal formats. This person will also assist the Director of Technical Services and may spearhead internal projects.

The team leader will act as an escalation path for technical issues and will be required to have a functional understanding of all major technologies and products used by Silverado, including but not limited to: routing and subnetting principles, firewall configuration, content filtering, Active Directory, Group Policy, Exchange, virtualization solutions, and an assortment of line of business applications.

He/she will assist in the development of all service team members by identifying each individual's strengths and weakness.

Daily Duties

  • Resolve client satisfaction issues when possible, and bring the Director of Technical Services and Account Manager up to date if escalation is required
  • Help manage scheduling, working closely with the dispatcher on a daily basis
  • Own all service related ConnectWise boards
  • Maintain a raw billable rate above 25%
  • Maintain client satisfaction levels above 95%
  • Maintain best in class SLA metrics
  • Facilitate communication with Account Managers with positive dialogue
  • Maintain knowledge of current industry best practices as relates to service delivery, security, and complex network management
  • Ensure that new clients are onboarded smoothly and that Silverado best practices are adopted wherever possible
  • Become the primary driver and resource for automation within Silverado

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Required Attributes for the Technical Services Manager Position

The individual aspiring to the position of Technical Services Manager is expected to possess the following qualities:
  • Multitasking skills
  • Able to teach and mentor others effectively
  • Maintaining a high level of technical expertise
  • Must be goal and task oriented
  • Ability to meet deadlines
  • Above all else, the Technical Services Manager must demonstrate leadership principles based on respect, integrity, and open communication through their actions

Silverado Technologies Inc


Tucson, AZ
85701 USA