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Manager, Technical Services

Cleveland, Ohio, United States

Primary Purpose: Focused on operational excellence, the manager oversees daily operations of the technical service team (service-desk) to ensure consistent service availability and quality, playing a pivotal role in driving excellence in Information Systems service delivery. Responsible for managing customer expectations, setting the standard for customer engagement within the organization, and serving as a communication bridge between internal and external teams across seven (7) locations.
 
Actively collaborates closely with broader Information Systems teams and customers (Business and Baseball) to conduct needs analysis, evaluating emerging technologies, and recommending innovative solutions that meet current and future organizational needs. Lead with impact ensuring every interaction and system aligns with the highest standards of service and support. 

Essential Duties & Responsibilities

Technical Service Operations & Expertise

  • Oversee the delivery of technical services to meet or exceed client and organizational expectations.
  • Monitor and track critical alerts, system health, and performance metrics to ensure adherence to service level agreements (SLAs) and company standards.
  • Implement and maintain best practices in service delivery and operations.
  • Collaborate with cross-functional teams, including audio/visual, network, cloud operations, cybersecurity, and business/baseball systems to troubleshoot and resolve complex technical issues.
  • Design, deliver and/or source training classes or workshops focusing on common and key end user technologies.
  • Prioritize and manage support requests and project workloads to meet deadlines and ensure customer satisfaction.
  • Responsible for implementing communication strategies and processes during outages and crisis management situations that impact the organization, ensuring clear, concise, and timely dissemination of information across multiple channels.
  • Analyze current workflows and processes to identify areas for improvement.
  • Implement solutions to improve efficiency, quality, and customer experience.
  • Monitor industry trends to integrate innovative technologies and strategies.
  • Plan, coordinate, and manage technical projects from inception to completion.
  • Ensure projects are delivered on time, within scope, and budget.
  • Stay informed about emerging technologies, trends, and best practices in IT support. Evaluate new tools, software, and solutions to enhance the capabilities and efficiency of the service desk operations.
  • Provide technical guidance and troubleshooting support as needed.
  • Ensure compliance with industry standards, regulations, and company policies.
  • Coordinate with cross-functional teams to align efforts with organizational goals.
  • Perform other duties as assigned.

People Management

  • Lead, mentor, and manage a team of four, full-time technical professionals (e.g., service engineers, analysts, and technicians) fostering career growth and development.
  • Develop team skills through training, coaching, and professional development opportunities.
  • Set clear goals and performance expectations for the team.
  • Manage scheduling for on-call and working hours, ensuring optimal resource allocation.

Customer Relationship Management

  • Act as a key point of contact for client escalations and critical technical issues.
  • Build and maintain strong client relationships to enhance satisfaction and retention.
  • Collect and implement continuous feedback to improve services, tools and support experiences and propose tailored solutions.
  • Participate in Disaster Recovery and Business Continuity planning, policies, and trainings.
  • Analyze survey feedback and root cause of issues, developing strategies for improvement and service enhancement.

Vendor Management

  • Procure and manage new hardware/software, ensuring maintenance and service contracts are up to date and useful.
  • Manage vendor relationships to support daily operations, ensuring contracts remain effective and valuable.
  • Maintain an accurate inventory of all Service Desk assets, including POS Equipment, laptops, desktops, mobile devices, telephones, etc.
  • Regularly evaluate procurement partners to identify efficient and cost-effective relationships.

Financial Management

  • Develop and manage budgets for technical operations and projects.
  • Allocate resources efficiently to meet organizational and client needs.

Education & Experience Requirements

  • Minimum 5-7 years of experience in Information Systems Service Delivery and Operations Management Job assignments
  • Minimum 3 years of prior people management experience.
  • Knowledge of and experience with incident management, asset management, software deployment and patching.
  • Knowledge of and experience supporting end-user computing devices (Windows and Apple devices, Tablets, Mobile, Printers, Scanners, Copiers).
  • Knowledge of and experience managing and supporting Microsoft 365 suite.
  • Knowledge of and experience managing and supporting business analytics tools (Tableau and Power BI).
  • Knowledge of and experience operating and supporting IPTV systems.
  • Knowledge of and experience operating and supporting POS Systems.
  • Knowledge of and experience operating and supporting Surveillance and Access Control Sytems.
  • Knowledge of and experience supporting baseball systems and technology.
  • Knowledge of and experience supporting directory services (Active Directory / LDAP), file storage shares, and security.
  • Knowledge of and experience operating and supporting conferencing systems.
  • Knowledge of and experience supporting cybersecurity training and awareness.
  • General knowledge of network communications and connectivity.
  • General knowledge of e-mail communications and connectivity.
  • Knowledge or familiarity with the following technologies, but not limited to, Virtual Desktop Infrastructure, E-mail Security and Archiving Gateways, Mobile Device Management, Facility and Service Management, Software as a Service, Voice over IP.
  • Ability to read, write, and speak both English and Spanish is a plus

Job Skills

  • Leadership, team building, and collaborative skills.
  • Solid problem-solving skills and inherent decision-making ability.
  • Ability to quickly analyze and appropriately respond to issues in time crucial situations.
  • Prioritizing time appropriately between incident/service requests, project work, personal development, and strategic planning.
  • Project management skills and the ability to organize and communicate status to management and stakeholders.
  • Effectively manage and build relationships with teammates and vendors.
  • Ability to take a business problem or need and translate into a technical solution.

Job Requirements

  • Ability to be reached nights, weekends and holidays if needed to service the organization.
  • Will often require extended periods of walking and standing.
  • Ability to travel to satellite offices which includes Arizona, Dominican Republic and Affiliate Clubs.
  • Required to be an on-call to support events, system maintenance, incidents, and service outages.
  • Event support as dictated by job responsibilities and workload.
  • Required to work 100% of all jewel events (Opening Day, Post Season, etc.).
  • Required to work irregular hours and long shifts as the business dictates.
  • Follow all company policies, including the Information Systems Department Standards and Practices.

Organizational Requirements

  • Reads, speaks, comprehends and communicates English effectively in all communications.
  • Represents the Cleveland Indians in a positive fashion to all business partners and the general public.
  • Ability to develop and maintain successful working relationship with members of the Front Office.
  • Ability to act according to the organizational values and service excellence at all times.
  • Ability to work with multicultural populations and have a commitment to fairness and equality.
  • Ability to walk, sit or stand for an entire shift.
  • Ability to work extended days and hours, including holidays and weekends.
  • Ability to move throughout all areas and levels of the Ballpark.
  • Ability to work in a diverse and changing environment.
  • Occasional physical activity such as lifting and carrying boxes up to 55lbs.

The Cleveland Guardians are committed to developing and maintaining an environment that embraces all forms of diversity to enrich our core values, enhance our competitive position, strengthen our impact within our community, and foster a greater sense of belonging for our employees.

In this spirit, we know studies have shown that people from historically underserved groups - including women and people of color - are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the job and understand that candidate may bring certain skills and experiences to the role that are not listed above, but that would add tremendous value to our organization. We would encourage you to apply, even if you don’t believe you meet every one of our qualifications described.

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