Technical Services Manager

Job Description

Job Description

About Trafera
Trafera is an industry leader in delivering innovative IT products and integrated solutions for K-12, higher education, and state and local governments. Headquartered in Arden Hills, MN, and supported by strategically positioned service centers in the Twin Cities, Louisiana, North Carolina, Oklahoma, and West Virginia, we are uniquely equipped to meet the diverse needs of our customers.

Position Summary:
The Technical Services Manager leads internal IT services supporting Trafera employees and locations. This hands-on leadership role is responsible for setting technical standards for end-user devices, operating identity and Microsoft 365 services, resolving complex support issues, and developing team capabilities across IT service management, end-user computing, infrastructure and networking, as well as cybersecurity and compliance. This role combines strong technical expertise in service management and end-user support with collaborative leadership to guide infrastructure and security initiatives while coaching and developing a high-performing technical support team.

Essential Responsibilities:
The following essential functions represent the primary work performed; however, other responsibilities could be expected that are not detailed here but fall within the scope of this role.

• Build authentic, trusted relationships that promote collaboration, inclusion, and a culture that lives our values every day (Integrity, Dependability, Connection, Action, Growth)
• Lead, manage, and develop the Technical Services team
• Maintain an active and visible presence with the team, providing day‑to‑day support and clear communication to build strong, cohesive teams and effective reporting relationships.
• Develop, implement, and consistently apply standard policies and processes to drive efficiency, clarity, and operational excellence across the team.
• Model a continuous improvement mindset and actively empower team members to identify opportunities, implement improvements, and drive positive change.
• Establish clear expectations and measurable goals aligned with strategic plans, and ensure accountability for meeting quality, performance, and delivery standards.
• Manage performance and support career development, including providing timely feedback, coaching, and taking corrective action when necessary.
• Maintain professional competence and role‑related expertise, staying current on best practices, skills, and knowledge required for effective leadership.
• Ensure effective staffing levels by proactively planning for current and future needs, developing succession plans, and actively participating in recruiting and talent selection efforts.
• Lead day-to-day service delivery and staff development, providing hands-on support for complex escalations and selected technical initiatives.
• Run IT service management on FreshService and report against availability, response, resolution, and satisfaction targets.
• Own technical standards for end-user devices, and operate identity and Microsoft 365 services to approved standards.
• Provide technical leadership for infrastructure, networking, and cloud support; own backup and disaster recovery testing.
• Implement approved cybersecurity controls, coordinate remediation, and provide audit evidence to support compliance.
• Build security and infrastructure capability across the team through proactive coaching and training.
• Manage vendor performance and license renewals, forecast and track operating expenses, and recommend purchases within approved budgets and delegated approval limits.
• Partner with cross-functional teams to proactively resolve process inefficiencies.
• Ensure consistent adherence to SOPs, workflows, and escalation processes as well as consistent execution of work across team members and locations.

Minimum Skills, Abilities, and Requirements:

• Bachelor’s degree in IT, Computer Science, or related field, or equivalent combination of education and relevant experience.
• Minimum of 7 years in IT operations, infrastructure, or technical support, including at least 3 years leading a team.
• Holistic understanding of computing, endpoint management, and Microsoft 365/identity (Entra ID, Intune).
• Working knowledge of infrastructure and networking (servers, LAN/WAN, firewalls/VPN, cloud) sufficient to lead remediation and coach team members.
• Practical cybersecurity experience: MFA, endpoint protection, backup/DR, and audit-driven remediation.
• Experience managing to SLAs and metrics as well as a track record of mentoring technical staff and raising team capability.
• Demonstrated success leading improvements to IT service delivery, operational processes, and team practices.
• Strong business acumen and ability to think strategically to contribute toward organizational planning.
• Strong written and verbal communication skills, with the ability to present information clearly, professionally, and persuasively to customers and/or internal partners.
• Creative and results oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations, and lead through influence.
• Ability to travel to Trafera sites as necessary.

Preferred:

• Certifications such as ITIL, CompTIA Security+/Network+, or Microsoft (MD-102/AZ-104).
• Experience supporting a distributed, nationwide organization.
• Exposure to PCI-DSS or SOC 2, and to device/imaging environments.

Technology and Systems:

• ITSM platform (FreshService preferred)
• Entra ID
• Intune
• Microsoft 365

Work Schedule and Classification:

This position is classified as full‑time, exempt (salaried). Work hours may vary based on business needs, including occasional extended hours, weekends, or holidays. The role follows a hybrid work model, typically:

Monday through Friday, 8:00 a.m. to 5:00 p.m., working onsite at a Trafera location, and remotely as needed.

This job description details the essential functions, requirements, work environment, physical, and mental demands of this position and should not be considered the only ones necessary for this position.

Trafera is committed to equal employment opportunity regardless of race, color, religion, age, sex, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by federal, state or local law. Additionally, Trafera seeks to provide an inclusive work environment that allows all people, including those with limiting conditions or disabilities, to make a meaningful contribution. As such, the organization is committed to providing reasonable accommodation for the known physical or mental limitations of an otherwise qualified individual with a disability unless undue hardship and/or a significant risk to the health and/or safety of the individual or others would result. For questions about these commitments and policies, contact a member of the human resources team.