What are the responsibilities and job description for the Technical Operations Manager position at IMS Technology Services?
About The Role
The Technical Operations Manager will lead and oversee the daily technical operations of field engineers and AV software developments for our Integration business. This role is pivotal in managing cross-functional teams, optimizing operational processes, and implementing scalable solutions that support business growth and technological advancement. The manager will collaborate closely with engineering, Sales, IT, and operations support teams to maintain high system availability, performance, and security standards. They will also be responsible for driving continuous improvement initiatives, managing incident response, and ensuring compliance with industry regulations. Travel is required to project field locations regularly; however, the position is based out of our Garnet Valley, Pa Headquarters location, and will report to the Director of Engineering.
Position Accountability and Expectations
The Technical Operations Manager will utilize leadership and communication skills daily to coordinate AV teams and communicate effectively with stakeholders at all levels. Analytical skills are essential for monitoring system performance, diagnosing issues, and driving data-driven improvements. Technical expertise in Networking infrastructure and cloud technologies enables the manager to oversee complex environments and guide technical decision-making. Project management and organizational skills are applied to plan and execute operational initiatives, ensuring timely delivery and resource optimization. Additionally, knowledge of industry standards and compliance requirements supports maintaining secure and reliable operations aligned with regulatory expectations.
The Technical Operations Manager will lead and oversee the daily technical operations of field engineers and AV software developments for our Integration business. This role is pivotal in managing cross-functional teams, optimizing operational processes, and implementing scalable solutions that support business growth and technological advancement. The manager will collaborate closely with engineering, Sales, IT, and operations support teams to maintain high system availability, performance, and security standards. They will also be responsible for driving continuous improvement initiatives, managing incident response, and ensuring compliance with industry regulations. Travel is required to project field locations regularly; however, the position is based out of our Garnet Valley, Pa Headquarters location, and will report to the Director of Engineering.
Position Accountability and Expectations
- Manage and coordinate technical operations teams, specifically Field Engineers and AV Software Developers, to ensure timely resolution of incidents and service requests.
- Own technical quality control across field engineering and AV software disciplines
- Develop and implement operational policies, procedures, and best practices to improve efficiency and reliability.
- Monitor system performance metrics and lead root cause analysis for operational issues.
- Serve as the primary technical escalation point for projects and service issues
- Provide hands‑on technical oversight for complex or high‑risk systems as required
- Conduct regular one‑on‑one meetings and discipline‑specific team meetings
- Manage PTO, performance expectations, and standard people‑management responsibilities
- Support skill development, technical competency growth, and role readiness within engineering teams
- Work with Operations to advise on skill sets, resource readiness, and scheduling requirements
- Collaborate with the PMO Director, Head of Install, and Head of Managed Services on project execution and support strategy
- Act as a technical resource for both pre‑sales and post‑sales engineering efforts
- Review designs, scopes, and execution approaches to identify technical risk early
- Participate in field work as needed to support teams, validate quality, or resolve issues
- Deep technical background in commercial AV systems, software‑driven AV platforms, and field deployment practices
- Strong cross‑discipline leadership across hardware, software, and field engineering teams
- Ability to evaluate technical quality, identify risk, and enforce engineering standards
- Effective technical communication with engineering, operations, project management, and managed services leadership
- Sound judgment under escalation conditions, including troubleshooting complex or high‑impact issues
- Practical understanding of project lifecycles, from pre‑sales design through post‑sales support and service
The Technical Operations Manager will utilize leadership and communication skills daily to coordinate AV teams and communicate effectively with stakeholders at all levels. Analytical skills are essential for monitoring system performance, diagnosing issues, and driving data-driven improvements. Technical expertise in Networking infrastructure and cloud technologies enables the manager to oversee complex environments and guide technical decision-making. Project management and organizational skills are applied to plan and execute operational initiatives, ensuring timely delivery and resource optimization. Additionally, knowledge of industry standards and compliance requirements supports maintaining secure and reliable operations aligned with regulatory expectations.