Technology Services Manager at Miller Valentine – Cincinnati, Ohio

PURPOSE

The Technology Services Manager serves as the operational owner of all employee-facing technology support, ensuring reliable and high-quality end-user services. This role combines hands-on technical execution—such as resolving service issues, provisioning devices, supporting onboarding workflows, and managing endpoint support—with oversight of the internal IT support function and coordination of external managed service providers (MSPs).

The position is responsible for leading the day-to-day delivery of IT support while driving continuous improvement in service quality, consistency, and responsiveness. Through strategic and operational decision-making, the manager works to enhance employee productivity, minimize service disruptions, and optimize the cost-effectiveness of end-user technology investments.

Additionally, the Technology Services Manager serves as a trusted partner to department leaders, proactively anticipating technology needs, supporting onboarding efforts, addressing recurring technical challenges, and preparing the organization for operational or structural changes.

RESPONSIBILITIES

• Own and deliver the organization’s end-user technology support services, including incident resolution, service requests, device provisioning, and user access management across both internal staff and MSP resources.
• Provide hands-on technical support for escalated or complex end-user issues, including workstation configuration, software deployment, identity and access troubleshooting, and endpoint-related service disruptions.
• Administer and continuously improve the ITSM/ticketing platform, including workflow configuration, automation, reporting, and knowledge management practices.
• Monitor daily service operations by actively participating in ticket resolution while coordinating with MSP partners to ensure SLA adherence and consistent service quality.
• Analyze support trends and recurring incidents to identify root causes and implement corrective actions that improve system reliability and reduce user-facing disruptions.
• Develop and maintain support documentation, standard operating procedures, and end-user knowledge base content that improves service consistency and enables self-service where appropriate.

• Partner with department leaders and People Operations to coordinate onboarding, role changes, and offboarding processes - ensuring employees are provisioned with appropriate devices, applications, and access aligned to business requirements.
• Support the deployment and rollout of new endpoint technologies, business applications, and infrastructure initiatives by performing device setup, configuration, testing, and end-user transition support as needed.
• Serve as the primary liaison between End User Services and Infrastructure, Security, and Data teams - helping coordinate initiatives that impact employee-facing technology platforms.
• Define, track, and report on end-user service KPIs, including ticket volumes, resolution times, SLA compliance, and user satisfaction metrics.
• Champion the end-user technology experience by ensuring clarity, reliability, and consistency across all support interactions and service touchpoints.
• Manage the full lifecycle of end-user equipment, including budgeting, procurement, inventory control, asset tagging, deployment, refresh planning, and replacement programs in alignment with IT standards and financial targets.
• Support the rollout of new tools, applications, and infrastructure initiatives in coordination with broader IT projects 
• Assist with internal audits, asset tracking, and compliance documentation as needed 
• Provide occasional hands-on support for conference room tech, A/V setups, and special events 
• Participate in after-hours or on-call support rotations when required 
• Contribute to IT team process improvement workshops and knowledge-sharing sessions 
• Perform other related duties and special projects as assigned 

QUALIFICATIONS & EXPERIENCE

• University degree in the field of computer science, information systems, or business administration. Master’s degree in either of these fields with technology as a core component preferred. 
• 5 years experience managing and/or leading an IT support operation. 
• 10 years experience working in technology. 
• Experience in strategic planning and execution. 
• Considerable knowledge of business theory, business processes, management, budgeting, and business office operations. 
• Substantial exposure to data processing, hardware platforms, enterprise software applications, and outsourced systems, including Microsoft platforms, job cost accounting systems and property management accounting systems. 
• Good understanding of computer systems characteristics, features, and integration capabilities. 
• Experience with systems design and development from business requirements analysis through to day-to-day management. 
• Proven experience in IT planning, organization, and development. 
• Excellent understanding of project management principles. 
• Superior understanding of the organization’s goals and objectives. 
• Demonstrated ability to apply IT in solving business problems. 
• In-depth knowledge of applicable laws and regulations as they relate to IT. 
• Strong understanding of human resource management principles, practices, and procedures. 

ATTENDANCE

• Regular attendance is required during normal company work hours.  Some work outside of normal business hours may be required. 
• Regular attendance is required and may include weekend hours.  
• Some work may be accomplished off site