Job Title: Senior Manager of Technical Services

Location: Bethesda, MD

Salary Range:$120,000 – $150,000

About The Role

We are seeking a strategic, experienced leader to join our team as the Senior Manager of Technical Services. This role is responsible for overseeing the 24/7/365 operations of our Technical Support and Field Quality Assurance (FQA) teams. While the position follows a standard schedule, the Senior Manager must ensure round-the-clock team performance, manage urgent issues, and implement effective strategies for shift coverage and service excellence.

The ideal candidate will bring deep technical expertise, exceptional leadership capabilities, and a strong customer service orientation. You will be instrumental in driving operational improvements, setting performance standards, and fostering collaboration across teams to ensure high-quality support and satisfaction.

Key Responsibilities

Leadership & Strategy

• Lead, mentor, and manage the Technical Support and FQA teams, ensuring alignment with organizational goals.
• Establish and communicate a clear strategic vision for service delivery excellence.
  
  

Operations & Process Improvement

• Develop, implement, and optimize workflows to ensure efficient handling of customer and field service requests.
• Drive process improvement initiatives across teams to enhance service efficiency and effectiveness.
  
  

Collaboration & Escalation Management

• Serve as the key liaison between Technical Support and FQA, ensuring smooth escalation handling and internal coordination.
• Support seamless communication and handoff processes across functions.
  
  

Performance Management

• Define and monitor key performance indicators (KPIs) for both teams.
• Regularly assess team performance and implement strategies to optimize productivity, response time, and customer satisfaction.
  
  

Customer & Internal Support Excellence

• Ensure timely and effective resolution of inquiries from customers and internal field teams.
• Foster a culture of quality, responsiveness, and continuous improvement.
  
  

Training & Development

• Oversee the creation and maintenance of a structured training program to ensure consistent skill development and knowledge sharing.
  
  

Technology & Systems Oversight

• Ensure efficient use of technical support and FQA tools across teams.
• Recommend and support the evaluation and implementation of new technologies to drive automation and operational growth.
  
  

Adaptability

• Evolve the role and responsibilities in response to changing business needs and market trends.
  
  

Qualifications / Education

• Bachelor’s degree in Information Technology, Engineering, or a related field preferred. Equivalent professional experience will be considered.
  
  

Experience

• 5–7 years of leadership experience in technical support, field service, or IT operations.
• Experience in access control, security systems, SaaS, or other technology-driven environments is a plus.
• Proven ability to lead cross-functional teams and drive process improvement in a service-oriented environment.
  
  

Skills

• Strong leadership and team-building skills with a track record of developing high-performing teams.
• Excellent written and verbal communication skills.
• Strong problem-solving, decision-making, and analytical abilities.
• Experience managing staffing and coverage in a 24/7/365 environment.
• High technical acumen, particularly with access control systems and customer support platforms.
• Ability to work independently and proactively address operational challenges.
• Exceptional stakeholder management and interpersonal communication skills.
  
  

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.