What are the responsibilities and job description for the Technical Services Manager position at Trafera LLC?
The Technical Services Manager is a hands-on leadership role responsible for setting technical standards, resolving complex support issues, and developing team capabilities across IT service management, end-user computing, infrastructure and networking, as well as cybersecurity and compliance. This role combines strong technical expertise in service management and end-user support with collaborative leadership to guide infrastructure and security initiatives while coaching and developing a high-performing technical support team.
Competencies:
Nimble Learning | Collaboration | Customer Focus | Instills Trust | Action Oriented |
Demonstrates Courage | Persuasion | Decision Quality | Manages Conflict | Optimizes Work Processes |
Business Insights | Builds Effective Teams | Drives Engagement | Ensures Accountability | Communication |
Strategic Mindset | Financial Acumen | Balance Stakeholders | Manages Complexity |
Essential Responsibilities:
The following essential functions represent the primary work performed; however, other responsibilities could be expected that are not detailed here but fall within the scope of this role.
- Build authentic, trusted relationships that promote collaboration, inclusion, and a culture that lives our values every day (Integrity, Dependability, Connection, Action, Growth)
- Set technical standards for excellence, retain hands‑on expertise, and step in as needed to support as a senior escalation point.
- Run IT service management on FreshService and report against availability, response, resolution, and satisfaction targets.
- Own endpoint, device, identity, and Microsoft 365 standards.
- Provide technical leadership for infrastructure, networking, and cloud support; own backup and disaster recovery testing.
- Execute the operational side of the cybersecurity framework and support compliance.
- Build security and infrastructure capability across the team through proactive coaching and training.
- Manage vendors, licensing, and the operational budget within targets.
- Partner with cross-functional teams to proactively resolve process inefficiencies.
- Ensure consistent adherence to SOPs, workflows, and escalation processes as well as consistent execution of work across team members and locations.
- Lead, manage, and develop the Technical Services team:
- Maintain an active and visible presence with the team, providing day‑to‑day support and clear communication to build strong, cohesive teams and effective reporting relationships.
- Develop, implement, and consistently apply standard policies and processes to drive efficiency, clarity, and operational excellence across the team.
- Model a continuous improvement mindset and actively empower team members to identify opportunities, implement improvements, and drive positive change.
- Establish clear expectations and measurable goals aligned with strategic plans, and ensure accountability for meeting quality, performance, and delivery standards.
- Manage performance and support career development, including providing timely feedback, coaching, and taking corrective action when necessary.
- Maintain professional competence and role‑related expertise, staying current on best practices, skills, and knowledge required for effective leadership.
- Ensure effective staffing levels by proactively planning for current and future needs, developing succession plans, and actively participating in recruiting and talent selection efforts.
Minimum Skills, Abilities, and Requirements:
- Bachelor’s degree in IT, Computer Science, or related field, or equivalent combination of education and relevant experience.
- Minimum of 7 years in IT operations, infrastructure, or technical support, including at least 3 years leading a team.
- Holistic understanding of computing, endpoint management, and Microsoft 365/identity (Entra ID, Intune).
- Working knowledge of infrastructure and networking (servers, LAN/WAN, firewalls/VPN, cloud) sufficient to lead remediation and coach team members.
- Practical cybersecurity experience: MFA, endpoint protection, backup/DR, and audit-driven remediation.
- Experience managing to SLAs and metrics as well as a track record of mentoring technical staff and raising team capability.
- Proven track record of implementing and executing continuous improvement projects and leading organizational transformation.
- Capable of prioritizing and executing department specific Enterprise IT strategy in an independent and timely manner.
- Strong business acumen and ability to think strategically to contribute toward organizational planning.
- Strong written and verbal communication skills, with the ability to present information clearly, professionally, and persuasively to customers and/or internal partners.
- Creative and results oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations, and lead through influence.
- Ability to travel to Trafera sites as necessary.
Preferred:
- Certifications such as ITIL, CompTIA Security /Network , or Microsoft (MD-102/AZ-104).
- Experience supporting a distributed, nationwide organization.
- Exposure to PCI-DSS or SOC 2, and to device/imaging environments.
Technology and Systems:
- ITSM platform (FreshService preferred)
- Entra ID
- Intune
- Microsoft 365
Salary : $100,000 - $120,000