Technical Services and Support Manager

About PCI:

PCI (www.pciconnected.com) is a rapidly growing technology company dedicated to providing innovative IT solutions that empower businesses to thrive in the digital age. We foster a culture that values individual contributions, open communication, and a close-knit team environment. At PCI, we are committed to pursuing excellence, unlocking human potential, and building strong relationships with our clients and employees. 

About the Client Service Delivery Team:

The Client Service Delivery Team is a dynamic, multi-tiered IT support and security group dedicated to providing exceptional technology solutions. The team ensures seamless issue resolution, proactive system maintenance, and advanced troubleshooting to keep business operations running smoothly. With a strong focus on security, efficiency, and customer satisfaction, the team delivers responsive assistance and strategic IT support tailored to meet the evolving needs of our clients.

Job Summary:

Are you a forward-thinking technical leader who excels at designing efficient workflows that optimize service delivery and ensure high customer satisfaction? As Technical Services and Support Manager, you’ll manage a team of technical support professionals, making sure service levels are consistently met or surpassed. You’ll leverage customer feedback and performance metrics to recommend and implement product or process enhancements, driving continuous improvement. With full accountability for team performance, you’ll establish and meet project goals while maintaining department standards. This position requires deep expertise in departmental processes and strong experience as an individual contributor in an IT Systems Administration or IT Engineering field.

Responsibilities & Key Functions:

• Technical Leadership: Combine deep technical expertise with strong leadership and mentorship to build and develop high-performing teams.
• Operational Strategy: Streamline workflows, optimize ticket management, and resolve challenges to ensure seamless service delivery.
• Team Development: Lead, train, and mentor staff, fostering a culture of continuous learning and growth.
• IT Strategy & Execution: Develop and implement strategic plans that enhance IT capabilities and drive innovation.
• Budget & Vendor Management: Oversee departmental budgets and vendor partnerships to maximize value and cost efficiency.
• Project Oversight: Manage IT initiatives, including system upgrades, migrations, and implementations, ensuring on-time, high-quality delivery.
• Business Alignment: Collaborate with stakeholders to align IT services with evolving business needs and objectives.
• Incident Management: Supervise issue resolution and proactively mitigate risks to maintain optimal system performance.
• Performance & Compliance: Ensure uptime, service reliability, and adherence to SLAs, security policies, and regulatory requirements.
• Data-Driven Insights: Analyze KPIs and performance metrics to inform decision-making and enhance operational effectiveness.
• Continuous Improvement: Explore emerging technologies and process enhancements to drive efficiency and future-proof IT operations.

Key Skills & Competencies:

• Technical Problem-Solving: Diagnose complex IT challenges, implement effective solutions, and optimize processes.
• Collaboration & Communication: Engage cross-functional teams, clearly articulate ideas, and foster a culture of cooperation.
• Strategic Thinking: Align IT initiatives with business goals to create long-term value and impact.
• Data-Driven Decision Making: Leverage analytics and insights to refine processes and drive continuous improvement.
• Stakeholder & Vendor Relations: Build and maintain strong partnerships across internal teams and external providers.
• Agility & Prioritization: Manage multiple projects, adapt to shifting priorities, and thrive in a fast-paced environment.
• Leadership & Mentorship: Inspire, guide, and develop team members to reach their full potential.

Qualifications:

• 3 years in IT service management, technical support, or infrastructure operations.
• Strong leadership and team management abilities, with a passion for mentoring and professional development.
• Advanced troubleshooting and problem-solving skills in Windows environments, cloud platforms, and networking.
• Excellent communication and client engagement skills, with the ability to convey technical information clearly.
• Proficiency in ITSM methodologies, including ITIL, SLA/KPI management, and process automation.

Certifications (Preferred): ITIL Foundations, Microsoft Azure Administrator, Kaseya Certified Administrator, Datto Technical Specialist, CompTIA Network /Security .

FLSA Category - Exempt, full-time

Supervisory Responsibility – Yes 

Location – Buffalo, NY (Hybrid) 

Other Requirements - Night and weekend availability for urgent issues. 

Compensation: $80,000.00 - $110,000.00 annual salary 

Salary : $80,000 - $110,000