Job Duties: Technical Service Operations Manager

Technical Service Operations Manager Jobs

In this article, we’ll look at the job information you need to know, including an example of Technical Service Operations Manager daily duties, a typical work day in the role & team meetings you would attend. We’ll also look at alternative names for this role and the software & templates you would use in this role.

Duties

A Technical Service Operations Manager oversees the daily operations of technical support teams, ensuring efficient and effective service delivery. They coordinate and manage staff, set performance targets, and implement policies to enhance service quality. They also analyze performance metrics, troubleshoot escalated issues, and develop strategies for continuous improvement. Additionally, they liaise with other departments to align technical support with overall business objectives and ensure customer satisfaction. Budget management, resource allocation, and staff training are also key responsibilities. They stay updated on industry trends and emerging technologies to keep the team’s skills and knowledge current.

Typical Work Day

A Technical Service Operations Manager typically starts their day by reviewing performance metrics and addressing any urgent issues from the previous night. They then hold a team meeting to discuss daily objectives, ongoing projects, and any technical challenges. Throughout the day, they coordinate with other departments, manage escalations, and ensure that service level agreements (SLAs) are met. They also spend time analyzing data to identify trends and areas for improvement. In the afternoon, they might meet with clients or vendors to discuss service updates and negotiate contracts. The day often ends with preparing reports and planning for the next day’s activities.

Regular Meetings

A Technical Service Operations Manager typically runs or attends various types of meetings. These include team meetings to discuss ongoing projects and performance metrics, strategy sessions to plan service improvements, and client meetings to address service issues and gather feedback. They also participate in cross-departmental meetings to coordinate with other teams, vendor meetings to manage third-party services, and training sessions to ensure staff are up-to-date with the latest technologies and procedures. Additionally, they may attend executive briefings to report on service operations and align with organizational goals.

Alternative Names

A Technical Service Operations Manager can be known by several alternative titles. These include Technical Support Manager, where the focus is on overseeing technical support teams. Another common title is IT Service Manager, emphasizing the management of IT services. They may also be referred to as Customer Support Operations Manager, highlighting their role in customer service. Additionally, the title Service Delivery Manager is used to stress the delivery aspect of technical services. Lastly, they might be called Technical Operations Manager, which broadly covers their responsibilities in managing technical operations.

Software

A Technical Service Operations Manager would need a variety of software to effectively manage their responsibilities. They would require Customer Relationship Management (CRM) software like Salesforce to track customer interactions and service requests. Enterprise Resource Planning (ERP) systems such as SAP or Oracle would be essential for managing resources and operations. Project management tools like Asana or Trello would help in planning and tracking projects. Additionally, they would need IT Service Management (ITSM) software like ServiceNow for handling IT services and support. Data analytics tools like Tableau or Power BI would be crucial for analyzing performance metrics and making data-driven decisions. Communication and collaboration tools like Slack or Microsoft Teams would also be necessary for team coordination and communication.

Templates

A Technical Service Operations Manager would need several types of templates to streamline their work. These include incident report templates for documenting service issues, service level agreement (SLA) templates to define service expectations, and maintenance schedule templates to plan regular upkeep. They would also benefit from performance review templates to assess team efficiency, and customer feedback forms to gather client input. Additionally, they would need project management templates to track progress on various initiatives, and training materials templates to ensure consistent onboarding and skill development for their team.