Manager of ITSM Support and Engineering

Job Description

Job Description

Service Desk & Support Operations

• Own day-to-day performance of the Service Desk and Tier 2/3 Support teams, ensuring tickets are triaged, escalated, and resolved within SLA

• Monitor and report on core support KPIs — first-response time, resolution time, ticket backlog, CSAT, and SLA compliance — and drive continuous improvement against them

• Lead, coach, and develop support and engineering staff, including hiring, performance management, and career development

• Manage on-call rotations, escalation paths, and after-hours/emergency support coverage across client accounts

• Serve as the senior technical escalation point for complex or high-priority client incidents

ITSM Process & Engineering

• Own and continuously mature ITSM processes — incident, problem, change, request, and knowledge management — aligned to ITIL best practices

• Administer and optimize the ITSM/ticketing platform, RMM, and monitoring tools to improve visibility, automation, and reporting

• Partner with Systems/Network Engineering to design, document, and implement infrastructure changes, upgrades, and remediations that reduce recurring incidents

• Drive root-cause analysis and problem management for recurring issues, ensuring permanent fixes are engineered, not just symptoms resolved

• Maintain up-to-date documentation, runbooks, and knowledge base articles for supported client environments

• Ensure change management discipline (CAB process, risk assessment, rollback planning) is followed for all client-impacting changes

Client & Cross-Functional Partnership

• Build strong working relationships with client IT stakeholders, participating in regular service review meetings and reporting on SLA/KPI performance

• Partner with Client Success and Sales Engineering during onboarding of new clients to ensure support and engineering readiness

• Coordinate with Security to ensure support and engineering practices align with client compliance and security requirements

• Manage relationships with key technology vendors and manufacturers supporting client environments

• Champion the Synergist Framework as the operating model for process, people, and technology alignment within Technology Solutions, Inc.

\nCompany Description

Tollanis Technology Solutions, Inc. is a global Managed IT Service provider with the mission of empowering change through process and people. Our trademarked Synergist Framework enables organizations to create meaningful change by focusing on process and people. Tollanis operates across five distinct service lines — Tollanis Tech (Managed IT Services), Tollanis Connect (Contact Center/BPO), Tollanis AI, Tollanis Systems (ERP/SaaS), and Tollanis Consult (Vendor-Neutral Advisory) — and is a global, remote-first team spanning North America and India.

Company Description

Tollanis Technology Solutions, Inc. is a global Managed IT Service provider with the mission of empowering change through process and people. Our trademarked Synergist Framework enables organizations to create meaningful change by focusing on process and people. Tollanis operates across five distinct service lines — Tollanis Tech (Managed IT Services), Tollanis Connect (Contact Center/BPO), Tollanis AI, Tollanis Systems (ERP/SaaS), and Tollanis Consult (Vendor-Neutral Advisory) — and is a global, remote-first team spanning North America and India.