Engineering Manager, Service Desk and Managed Services

Description

As an Engineering Manager at TSTS, you will lead the core of the company’s service delivery and client engagement. This role oversees the managed services and IT service desk teams, ensuring we provide exceptional technical support and innovative managed IT solutions to both our internal teams and our external clients. You will be responsible for fostering a culture of technical excellence and continuous improvement, developing talent, and driving strategic initiatives that enhance the company’s service offerings.

Twin State Technical Services is a group of enthusiastic, fast-paced tech experts. We have been serving clients in a variety of industries for more than 25 years. We provide employees an atmosphere to thrive by offering stability, paid professional development, excellent insurance benefits, PTO, and a close-knit, positive culture.

Known as the “Best Cybersecurity Company of the Region” and “Best IT Support Company of the Region” by subscribers of the Quad Cities Business Journal, our team of skilled engineers consistently deliver exceptional IT support and protect businesses from ever-evolving cyber threats. We value collaboration, creativity and a focus on the best technology solutions for our customers.

Responsibilities Include, But Are Not Limited, To The Following

• Lead a High-Performing Team: Supervise, develop, and mentor a team of high-functioning IT professionals. You will be responsible for attracting and retaining top talent, establishing a culture of accountability, and driving professional growth.
• Elevate Service Delivery and Client Satisfaction: Oversee daily operations, ensuring timely resolution of incidents and requests. You will be accountable for key performance indicators and service level agreements, with a focus on enhancing service quality and client satisfaction.
• Innovate and Optimize Processes: Drive continuous improvement initiatives by developing and implementing advanced policies and procedures for our support and managed services. This includes optimizing workflows, adopting innovative technologies, and streamlining operations.
• Strategic Client Partnership: Collaborate with internal departments and external clients to understand their business needs and deliver tailored, high-value managed services solutions. You will manage complex escalations and serve as a trusted advisor to clients.
• Influence Technology Strategy: Remain current with emerging technologies and trends in IT service management. Your insights will help shape the company’s technical strategy and ensure we remain a leader in our field.
• Ensure Operational Integrity: Prepare regular reports and metrics to track performance and client satisfaction. You will also ensure compliance with organizational and industry standards, including cybersecurity best practices.
  
  

Requirements

Required Skills:

• Technical Acumen: Strong knowledge of IT support processes, service management frameworks (e.g., ITIL), and managed services delivery.
• Strategic Mindset: The ability to see beyond daily tasks and align service delivery with strategic business objectives.
• Exceptional Communication: The ability to communicate effectively with technical teams, business leaders, and clients.
• Analytical and Problem-Solving Skills: The ability to analyze data, identify trends, and solve complex problems.
• Adaptability: The ability to thrive in a fast-paced environment and adapt to changing technologies and business needs.
  
  

Education And Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• A minimum of 5 years of experience in IT service desk or managed services, with at least 2 years in a leadership or managerial capacity.
• Experience with modern service desk ticketing systems, remote support tools, and IT infrastructure management is required.
• ITIL, CompTIA, or similar certifications are considered a plus.