Technical Services Manager - DeepNet

Technical Services Manager  

The Technical Services Manager at DeepNet is a key leader intechnical service delivery that oversees our project delivery, field services, and account managementteams. They are tasked with developing the internal team with the right people, processes, and technology to meet the expanding needs of the company. The key objectives of this role are to manage the collaboration of the individuals and teams to provide internal cohesion that fulfills a high-quality experience for our customers. This role reports to the Service Steward.  

This is an excellent opportunity for a managing leader who knows how to support dynamic technical teams providing field operations and wants to do interesting work for a purpose-driven organization.

The description below is based on the need today and is subject to change.

Objectives & Responsibilities:  

OBJECTIVE: Ensure team cohesion and accountability to achieve objectives including:   

• Lead, manage, and hold accountable (LMA) your team by setting clear rocks (quarterly goals), overseeing programs, managing the budget, and coordinating on-call services. 

• Support team growth through timely feedback, quarterly reviews, and ensuring they have the necessary resources and training to consistently hit metrics of success. 

• Conduct regular 1:1 check-ins, lead weekly Level 10 (L10) meetings, and facilitate quarterly and annual planning. Prioritize action items, solve team issues, and act on feedback. 

• Ensure team members understand and adhere to DeepNet’s culture and values, performing their roles effectively and aligning with the company’s core principles. 

OBJECTIVE: Drive operational efficiency while providing world-class client experiences: 

• Identify automation opportunities and enhance operations with internal teams or external vendors. Ensure understanding of client objectives throughout the Account Management lifecycle to effectively inform the Projects Team. 

• Collaborate closely with Project Coordination to oversee project progress, manage backlogs, and set clear target start and end dates to ensure timely delivery. 

• Establish efficient communication channels between Account Management, Projects, and Field Services to facilitate proactive and seamless execution. 

• Maintain consistent and timely communication with clients, providing updates and addressing concerns until project completion, thereby ensuring client satisfaction and successful project outcomes. 

• Oversee scheduling and inventory to ensure efficient and delightful onsite service for clients. Manage all onsite and field operations, including triage, dispatch, utilization, inventory, hardware deployment, and on-site needs. 

  OBJECTIVE: Enable data-driven decision making including:  

• Ensure accurate time and notes tracking by team members to support data-driven decisions across the organization. 

• Prepare and present weekly, monthly, quarterly, and annual ticket/project data trend reports to track resource usage and capacity to meet client needs. 

• Monitor and manage engineers throughout the entire support lifecycle for client’s onsite requirements. 

• Manage Account Management recurring touchpoints to maintain consistent client engagement to ensure:

• High Client Satisfaction and Net Promoter Score 

• Stable environments through assessments of existing technology and recommendations to maintain stability in proactive roadmaps that are regularly reviewed. 

All team members are expected to uphold DeepNet’s culture and values of: Do the right thing, We're in this together, Curiosity is key, Be a role model, Be contagiously positive.  

Required Skills / Abilities / Competencies:   

 Required Skills and Abilities: 

• Proficient with Ticketing based PSA’s, RMM, calendaring, and scheduling. 

• Strong ethics, effective communication, and interpersonal skills

• High emotional intelligence. 

• Operational mindset with the ability to create efficient workflows. 

• Systems and process understanding, attention to detail, and accountability. 

• Demonstrated track record of leading and managing teams. 

Preferred Skills and Abilities: 

• Intimate regional knowledge of the area serviced by the Field Services Team. 

• Deep understanding of complex IT needs, including IT Security, Networks, Servers, and Workstations. 

• High emotional intelligence and capability to nurture workplace culture. 

• BS in Information Systems, Information Systems Security, or relevant certifications. 

Measures for Success:   

Field Services Team: 

• Tickets with customer responses engaged the same day. 

• Client Satisfaction Survey response: 97% or better. 

• Urgent scheduling requests triaged and dispatched within an hour. 

• Standard onsite requests triaged and dispatched by 10am the next morning. 

• No stale tickets over 2 business days. 

• All ticket notes and time updated as work is performed. 

• Maintain high Employee Net Promoter Score. 

• Computer deployments completed within 2 weeks of product receipt. 

Projects Team: 

• Tasks with customer responses engaged within 4 business hours. 

• Client Satisfaction Survey response: 97% or better. 

• Engineer time committed to 70% capacity on a weekly basis. 

• Forecast project closure at the beginning of the month, meeting 90% of target by month-end. 

• Forecast billable milestone completion dates and ensure billing was completed within 90% of target. 

• Easily accessible project completion progress and recent updates for all active projects for all DeepNet staff. 

• Project QA and Post-Mortem internally. 

• Project Satisfaction Survey satisfaction of “Good” or “Better” results. 

Account Management Team: 

• Meeting with new customers within 2 weeks of technical onboarding by the Projects Team to present a Technical Roadmap. 

• Meeting with top 25 clients monthly or more frequently for recurring service check-ins. 

• Meeting with all clients a minimum of quarterly. 

• Quarterly Assessment Check-ins for top 25% of clients. 

• Annual Assessment for all clients. 

• Quarterly Project and Product Revenue Forecasting accuracy within 90%. 

• Month-to-Month Project and Product Revenue Forecasting accuracy within 90% of targets. 

• Active Opportunity Management. 

Growth Opportunities:  

This role supports a growth path to Service Steward or other Operational Leadership roles.

Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, you will be regularly required to:  

• Operate as a leader within the office for training, mentorship, inventory management, and keen awareness in Client activities. 

• Communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.  

• Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.  

• Observe details at close range (within a few feet of the observer)  

• Frequently moves objects weighing up to 50 pounds across the office for various needs.  

• Operate a personal vehicle with a valid Driver’s license and insurance  

If you require reasonable accommodation in the employee selection process, please direct your inquiries to your interviewer.  

Benefits: 

DeepNet strives to foster a thriving workplace culture by providing benefits beyond base compensation. Not only do we offer a health/dental/vision plan, but we cover 75% of the base plan cost for employees; 50% for spouse / domestic partner and 25% for dependents as well! Some of the other benefits currently offered are: 

•        Unlimited Planned Vacation & Extended Leave 

•        Flexible Spending Account 

•        Health Savings Account contribution  

•        Life Insurance 

•        Retirement Plan 

•        Flexible Work Arrangements 

•        Health and Wellness Stipend 

•        Remote Stipend 

EEO: 

DeepNet is an equal opportunity employer, and we welcome applications from those who contribute to our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, mental, or physical disability, age, sexual orientation, gender identity, national origin, familial status, veteran status, or genetic information. DeepNet is committed to providing access, equal opportunity, and reasonable accommodation for all individuals in employment practices, services, programs, and activities. 

FCO:  

Although we require a criminal background check as a condition of employment, individuals with criminal records are encouraged to apply and will be considered. This policy is pursuant to the San Francisco Fair Chance Ordinance.  

AI in Recruitment Policy 

We utilize artificial intelligence in our recruitment process to enhance efficiency and improve candidate matching. Please be assured that we are committed to providing an inclusive hiring experience and do not use AI systems that may lead to discriminatory outcomes. If you have any questions about our recruitment practices, feel free to reach out.