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Manager, Technical Services
Impact.com —Columbus, OH
Clear, confident communication skills in English, with the ability to translate complex technical concepts for both technical and non-technical stakeholders in…
$110,000 - $135,000 a year
Technical Service Operations Manager
Xerox —Westerville, OH
Manage all printer issues internally and externally (incl. Service calls, installations, etc.) and escalation issues as needed.
$60,377 - $80,000 a year

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Main Responsibilities:

Lead and manage day-to-day IT service desk operations, including ticket triage, prioritization, and resolution across Las Vegas HQ and remote teams.
Serve as the primary onsite IT support resource at Las Vegas HQ, managing physical IT infrastructure, hardware support, and in-person troubleshooting.
Delegate service desk workload and provide direction to team members as the team scales.
Maintain system ownership documentation and ensure all IT tools, and access inventories are up to date.
Partner with Compliance & Security Lead and Head of Infrastructure and Operations to support SOX controls, audit preparation, and access reviews.
Identify and implement service desk automation and tooling improvements to reduce manual workflows and improve response time.
Monitor and report on CSAT metrics, escalation trends, and SLA performance to IT leadership and cross-functional partners.
Be involved in IT systems inventory and tooling efficiency — identify consolidation, deprecation, and automation opportunities across all IT-managed systems with full visibility into cost, ownership, and renewal timelines.

Key Competencies:

Service Desk Leadership: Proven ability to manage a high-volume IT help desk, set SLA expectations, and drive consistent service quality.
Team Delegation & Development: Experience directing the work of junior IT team members and helping them grow in their roles.
Onsite & Physical IT Operations: Hands-on experience supporting endpoint hardware, office AV/networking, physical IT infrastructure in an office environment, and white glove service for C-suite.
Access Governance: Familiarity with RBAC principles, user provisioning/deprovisioning, and access review processes.
Prioritization Under Pressure: Ability to triage and manage competing high-urgency requests while maintaining service quality.
Cross-Functional Communication: Clear, proactive communication with business stakeholders of varying technical backgrounds.
Operational Discipline: Organized approach to ticketing, documentation, and system ownership – no missed SLAs or untracked assets.
Experience with incidents response, leadership communication.

Experience:

6+ years of experience in IT support, systems administration, or IT operations, with at least 1 year in a team lead or senior IC capacity.
Experience managing a service desk or help desk function, including SLA ownership and escalation handling.
Proficiency with the Atlassian suite (e.g., Jira Service Management, Confluence, etc.).
Hands-on experience with endpoint management (Mac/Windows), MDM tools (Jamf/Intune), and hardware support.
Familiarity with Google Workspace, Okta/Entra ID, and SaaS tool administration.
Working knowledge of SOX IT controls, access governance, and audit documentation is a plus.
Must be Las Vegas-based and willing to work onsite 5 days per week.

Pay: $30.87 - $36.05 per hour

Work Location: In person