At Merakey, we put heart and soul into everything we do. We are seeking a Technical Services Manager to join our team in our Lafayette Hill, PA office. This position is required to be in office 5 days a week.

The Technical Services Manager supervises technical services analysts that are responsible for company-wide computer operations.

Job Responsibilities

• Interacts with internal customers on all levels to help resolve IT-related issues and provides answers in a timely manner.
• Assigns and coordinates work assignments and resolution of critical technical and procedural problems.
• Initiates and implements improvements in all areas of End User Support IT responsibility.
• Exercises staff oversight to ensure new operations plans, policies, procedures, and transition/migration plans are consistent with the overall company goals and objectives.
• Oversees the management of corporate help desk activities and resolves escalated issues if necessary.
• Responds to escalated help desk issues.
• Oversees the administration and maintenance of our issue tracking software.
• Oversees the administration and maintenance of our asset management software.
• Sets and manages End User Support customer expectations and SLA's.
• Continually seeks opportunities to increase End User Support Customer satisfaction.
• Initiates and implements improvements in all areas of End User Support IT responsibility.

• Identifies and provides standards for gathering information for use in trend analysis and reports information to company management.

• Ensure that MERAKEY is represented at the highest level of professionalism when communicating with clients.

Internal Operations

• Suggest areas for improvement in internal processes along with possible solutions.
• Leads internal teams/task forces.
• Reviews the status reports of team members and addresses issues as appropriate.

Communication

• Relays relevant IT-related information to the company in a timely manner.
• Effectively communicates relevant IT-related information to superiors.
• Ensures department is well informed, at all times, of changes and newsworthy events within the company.
• Facilitates team meetings effectively.
• Understands how to communicate difficult/sensitive information tactfully.

Training & Lab Maintenance

• Establishes training manuals for remediation projects.
• Oversees end user training on new technology.
• Oversee certification process for all MERAKEY Assets
• Stay current with technological developments related to computer hardware, software, and networks, as well as management practices which involves reading publications, attending conferences and workshops, and meeting with colleagues.

Leadership/ Teamwork

• Challenges others to develop as leaders while serving as a role model and mentor.
• Inspires coworkers to attain goals and pursue excellence.
• Champions change and effectively manage the implementation of new ideas.
• Remains on the forefront of emerging industry practices.
• Consistently acknowledges and appreciates each team member's contributions.
• Effectively utilizes each team member to his/her fullest potential.
• Conducts effective performance evaluations and mentors those with less experience through formal channels.
• Seeks and participates in development opportunities above and beyond training.
• Encourages direct reports to take responsibility for their development within the company.
• Challenges direct reports to progress toward their professional development goals.
• Motivates team to work together in the most efficient manner.

• Keeps track of lessons learned and shares those lessons with team members.
• Supports and solicits input from team members at all levels within the organization.
• Responds/acts on upper-management direction.

Benefits

Merakey offers medical, dental - vision insurance plans, competitive compensation plans and more!

• DailyPay
• Work/Life Balance
• Flexible Schedules
• Cell Phone Discount Plans
• Employee Referral Bonuses
• Tuition Reimbursement
• Care.com Membership

About Merakey

Merakey is a non-profit provider of developmental, behavioral health, and education services. More than 8,000 employees provide support to nearly 40,000 individuals and families throughout 12 states across the country each year. Merakey strictly follows a zero-tolerance policy for abuse.

Merakey is proud to be an Equal Opportunity Employer! We deeply value diversity and do not discriminate on the basis of race, religion, color, national origin, ethnic background, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or disability status. Moreover, we are committed to creating teams that reflect the diversity of the communities we serve and encourage applicants from underrepresented backgrounds to apply. Merakey welcomes all Veterans to apply!

Qualifications:

• Bachelor's degree in computer science, Computer Engineering or Equivalent Work Experience
• Minimum 5 years of experience in either IT desktop/network/system support/engineering roles.
• 1 year of experience at the managerial level, preferred.
• Ability to communicate effectively across all operational levels of the organization as well as with suppliers and customers, exercising appropriate tact and diplomacy to accomplish objectives.
• Effective interpersonal skills, with the ability to present recommendations and ideas and to summarize issues.
• Ability to build, coach and motivate a high-performance technical service team, while holding the team accountable for results.
• Ability to work effectively under pressure in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines.
• Strong interpersonal, communication and analytical skills.
• Ability to work independently and have strong team-building skills.
• Organized detail-oriented self-starter.
• Customer focused attitude.
• Travel as required.
• Valid Driver's License required.