Technical Manager

Job Description The Technical Manager is responsible for overseeing the technical delivery of End User IT Outsourcing Services across one or more client environments. This role focuses on coordinating technical teams, ensuring services are delivered as expected, and acting as the primary technical escalation point for complex issues. The Technical Manager works closely with the Account Manager, service desk teams, field technicians, and asset management resources to ensure consistent, reliable end user IT support. The role is hands on from a coordination and oversight perspective but is not an individual contributor engineering role. • Oversee day to day technical delivery for end user IT services, including help desk support, desktop and device management, IT asset management, and on site support activities. • Coordinate technical resources supporting remote, on site, and hybrid service models. • Ensure services are delivered in accordance with client requirements and agreed scopes of work. • Translate client requirements into clear technical tasks and delivery plans for support teams. • Coordinate activities across service desk, field services, asset management, and third party vendors when applicable. • Support onboarding of new clients and transitions of services, helping stabilize operations during early delivery periods. • Act as the primary technical escalation point for complex or recurring issues. • Support root cause analysis and corrective actions for service issues. • Work with technical teams to prevent repeat incidents and improve service consistency. • Oversee technical aspects of device provisioning, configuration, maintenance, and retirement. • Support IT asset tracking, inventory accuracy, and lifecycle activities in coordination with ITAM teams. • Ensure proper handling of devices during replacements, data removal, and end of engagement activities. • Ensure technical teams follow required security practices for endpoint protection, access controls, and data handling. • Support compliance requirements related to accessibility, documentation, and reporting when applicable. • Coordinate with internal security or compliance teams as needed. • Review service metrics such as ticket volumes, resolution times, and recurring issues. • Use reporting data to identify trends and improvement opportunities. • Support standard and ad hoc reporting requests from clients. • Partner with the Account Manager on client communications related to technical delivery. • Provide technical input for service reviews, planning discussions, and scope changes. Help ensure clear separation between commercial management and technical execution. • Support planning and execution of technical projects such as device refreshes, office moves, onboarding of new sites, and rollout of new end user services. • Break project requirements into actionable technical tasks and coordinate assignments across service desk, field services, and asset management teams. • Assist with defining project timelines, milestones, and resource needs in coordination with the Account Manager and client stakeholders. • Track progress of technical workstreams against agreed timelines and deliverables. • Identify risks, dependencies, or issues that may impact project schedules or service continuity. • Coordinate resolution of project related issues and escalate when needed. • Provide clear status updates on technical project activities to internal teams and the Account Manager. • Participate in client discussions related to project planning, execution, and post completion reviews. • Ensure expectations are clearly understood and technical impacts are communicated early. • Support management of technical changes during project execution, including scope adjustments or sequencing changes. • Help assess the technical impact of requested changes and coordinate updates to delivery plans. • Support post project reviews to confirm technical objectives were met. • Monitor service stability following project completion and address any residual issues. Capture lessons learned to improve future project execution. Skill set info • Strong understanding of end user computing environments, including desktops, laptops, peripherals, and mobile devices. • Familiarity with service desk operations and incident management processes. • Working knowledge of IT asset management concepts and device lifecycle processes. • General understanding of endpoint security, access management, and data protection practices. Comfort reviewing service metrics and operational reports. Education • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience. • 5+ years of experience in IT service delivery, end user support, or managed services environments. • Prior experience coordinating technical teams or serving in a senior technical oversight role. • Experience supporting enterprise or public sector environments is preferred. Certifications (if required) • ITIL Foundation or higher • Microsoft Endpoint Administrator Associate or Microsoft 365 certifications • CompTIA Network Plus or Security Plus • IT asset management certifications (IAITAM or similar) Project or service delivery certifications such as PMP are a plus Documentation Required for submission Resume Work Hours ccount Manager Name (Proposal Team) Work authorization required US Citizen Only Relocation is accepted No Remote work No dditional Notes if any By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at Privacy Policy - Abacus.

Created: 2026-03-10