Technical Service Manager
 
 

Technical Service Manager
in Mesa - AZ

Job Description

Are you ready to work with a purpose? The mission of American Traffic Solutions (ATS) is to save lives and improve safety on the roads of the communities we serve. ATS pioneered the road safety camera industry over 25 years ago and continues to be on the forefront of the industry as the market share leader. We are the leading provider of traffic safety, mobility and compliance solutions for state & local governments, commercial fleets and rental car companies.

ATS' Mesa office is looking for a Technical Service Manager to join the Field Services organization. The successful individual will be responsible for leading direct reports who supervise teams that are responsible for remote monitoring of ATS' operational equipment, troubleshooting and resolving issues along with supporting national field support technicians. We are looking for someone who has  solid technical background combined with customer support experience. Strong problem solving skills, along with an ability to motivate the team, is required. This individual is responsible for the overall performance of our remote systems, along with working and communicating issues, resolutions, process improvements and timelines across functions.

Job Responsibilities:
The key responsibilities of this role include, but are not limited to, the following:

  • Manage support team to achieve business objectives including the attainment of targets for system performance, service levels, resolution time, customer/employee satisfaction, and project deadlines
  • Lead the team in supporting the day-to-day operations of camera systems in the field, including:
    • Remote monitoring, troubleshooting, and repair
    • Remote systems performance, maintenance, and testing
    • Networking / communications
    • Field repair coordination
    • Image quality
  • Manage team performance, conducting regular one on ones to develop the personal and technical skills of the team
  • Prioritize, plan and execute work efforts, ensuring a balanced workload across the team
  • Ensure tickets are triaged and resolved within agreed SLAs
  • Monitor and identify trends or irregular activities within the ticketing system and escalate to closure
  • Develop daily, weekly and monthly reports on team and system performance and work to develop solutions, improvements and stop gaps
  • Responsible for ensuring escalation process is followed, research issues in a timely manner and respond to both internal and external client concerns
  • Develop a strong working knowledge of product offerings, business needs, and develop support processes and methods for new technology offerings
  • Responsible for ongoing improvement in efficiency and effectiveness of monitoring and support functions

Required Knowledge, Skills & Abilities:

  • Bachelor’s degree, preferably in Computer Science, Information Systems or related field
  • Understanding of ITIL, COBIT, or related framework
  • IT Help Desk or systems monitoring experience desired
  • Strong knowledge of computer hardware, software and network technology
  • 3+ years in a technical management role
  • Experience with ticket management and leveraging ticketing systems
  • Team leadership and understanding of resource management and allocation
  • Experience with the following is helpful:
    • Knowledge Database and SQL, Perl scripting, C++, Linux/window server setup/configuration
  • Strong leadership, interpersonal communication, problem resolution, and conflict management skills
  • Excellent written and verbal communication skills

TS5

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