{"id":1999359,"url":"https://alion.io/job/intersystems-technical-services-manager","title":"Technical Services Manager","company":{"id":3670,"name":"InterSystems","domain":"intersystems.com","url":"https://alion.io/company/intersystems","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":100,"ghost_share":0.09,"stale_share":0,"repost_share":0.01,"time_to_fill_p50_days":98,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Windsor, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":85000,"period":"year","method":"role_country_seniority_unknown","sample_n":799},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Prompt Engineering","optional":true}],"status":"live","first_seen_at":"2026-10-07T08:45:42Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-23T23:28:57Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":15},"description":"Technical Services Manager\nLocation - Windsor, UK\nType of Work - Office\nRole Overview\nThe Technical Services Manager leads the frontline team, ensuring exceptional customer service and adherence to service level agreements (SLAs). In addition to managing Tier 1 operations, this role coordinates with other teams to deliver new technologies, process improvements, and system implementations. \nKey Responsibilities \nLeadership & Team Development\nLead, coach, and mentor Tier 1 staff, providing guidance, training, and assignments that prepare them for more advanced IT roles \nCreate structured development plans and career pathways for Tier 1 employees, enabling skill advancement and creating opportunities for advancement\nBuild team resilience by promoting a collaborative and supportive environment where employees feel valued, heard, and motivated to grow\nOperational Oversight\nOversee daily service desk operations, ensuring requests and incidents are resolved promptly and SLAs are consistently met\nMonitor ticket queues, call metrics, and customer feedback to ensure high quality service delivery and operational coverage\nDevelop and refine processes that improve efficiency, consistency, and the overall end-user experience, fostering a customer-first culture within the team\nProject Management for Technology Initiatives\nCoordinate project planning, stakeholder communication, and resource allocation between Tier 1 and Tier 2 teams\nDevelop rollout strategies, training materials, and user adoption plans for new technologies alongside the Tier 2 manager\nEnsure Tier 1 staff are trained and prepared to support new systems post implementation\nCustomer Experience & Quality Assurance\nImplement quality assurance processes, including ticket audits, satisfaction surveys, and feedback reviews\nCollaborate with other IT leaders to ensure a seamless escalation process for complex issues\nProcess Improvement & Knowledge Management\nOversee the creation and maintenance of a knowledge base for internal staff and end users\nLeverage data and metrics to recommend operational changes and evaluate training needs\nPartner with Tier 2 to ensure lessons learned from support operations inform future technology decisions\nExperience/Qualification Required\nStrong leadership skills with a passion for staff development and coaching\nExcellent interpersonal and communication abilities, with the skill to inspire and motivate\nStrategic thinker who can balance immediate operational needs with long-term team growth\nProficient in project management principles and service delivery best practices\nCustomer-focused mindset with a commitment to service excellence\nDesirable - Knowledge of prompt engineering, generative AI tools, and automation platforms used in IT operations and customer support environments\nAwareness of emerging AI technologies and their potential application within IT service management and end-user support environments\nAbout InterSystems\nInterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.\nAI Disclaimer\nInterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information). InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.\nCandidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience. AI tools and third-party transcription services must not be used during interviews or assessments.\nPlease note that the use of wearable technology, including any AI-related tools or other technology-connected devices (such as META or Google smart glasses and/or wearables, and/or any similar devices), is strictly prohibited during the interview and screening process with InterSystems. Any applicant who requires a wearable device or any type of technology support during the interview process as a reasonable accommodation under the ADA or applicable state or country laws and regulations must contact the InterSystems Human Resources Department prior to attending or participating in any interview or screening process.","description_format":"text","description_chars":4852,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Integration & ETL Tools","Databases & DBMS","Health Data & Interoperability"],"lifecycle":[{"event":"open","at":"2026-10-07T10:23:41Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-23T06:21:00+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.886,"p_room":1,"age_days":15,"expected_fill_days":98,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/intersystems-technical-services-manager","json_url":"https://alion.io/job/intersystems-technical-services-manager.json","meta":{"generated_at":"2026-10-24T01:06:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1793,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3670},"rest":"https://alion.io/mcp/rest/get_company?id=3670"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintersystems-technical-services-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintersystems-technical-services-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintersystems-technical-services-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intersystems-technical-services-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintersystems-technical-services-manager"}]}