Service Manager

Position Overview

A service manager, also known as a technical services manager, oversees staff and assists in the planning and development of the company's technical operations. They are in charge of creating strategic growth and supporting staff with computer systems. They interact with a number of different vendors to ensure the company's needs are being met. Additionally, they plan and budget for the future, taking into consideration the needs of management including short and long term goals. Their role may include working with various network types, such as voice or data, different operating systems, internet services, computer functions, and email. As such, service managers should be well educated in information technology so that they can deliver services that work effectively and make strategic sense for the company. While they are in charge of implementing new systems, they also need to repair systems that are not working properly. Depending on the company and industry, service managers may also have field work if they sell technology to clients. In this situation, they must help troubleshoot and problem solve for customers. They will have employees that report to them, so service managers should have strong leadership skills and be able to delegate tasks effectively. Service managers should also be able to work efficiently as they are often faced with a number of high priority projects at once, while still needing to complete the day-to-day tasks.

Service Manager Duties

• Develop and implement technology strategies to help achieve organizational goals
• Deliver technical services to staff
• Support field operations to assist with troubleshooting and repair
• Supervise and train other technical services staff
• Develop system updates
• Make suggestions to improve or modify a product
• Create ways to measure network capacity
• Manage technology procurement, taking into consideration the budget
• Maintain network security
• Create procedures to support file recovery when issues arise
• Keep updated on current technology developments in the industry for operating systems, software, hardware, etc.

Typical Employers

• Electronic manufacturers
• Medical device manufacturers
• Large scale companies
• Agricultural technology companies
• Pharmaceutical companies
• Financial providers / banking
• Tech companies

Required Education and Training

Service managers should have a bachelor's degree in a related field. Additionally, they should have 3-5 years of experience in either a managing or supporting role working with information technology, network operating systems, or something similar. Depending on the company, service managers will be expected to understand various types of operating systems, networks, internet services, and software. They should have experience managing a budget.

Key Skills and Qualities

• Ability to motivate and coach staff
• Good teamwork skills
• Strong communication skills
• Excellent analytical skills
• Organised
• Detail-Oriented
• Good problem solver
• Adaptable
• Ability to handle multiple tasks at once
• Willingness to work irregular hours (evening, weekends, etc.)

Average Salary

The average salary for a technical services manager is £40,000. Once they become experienced in their role after a number of years, they can earn upwards of £52,000. With that said, the salary does not tend to fluctuate widely with experience level.