Technical Support Operations Manager, Managed Services

The Technical Support Operations Manager plays a pivotal role in providing leadership, guidance, and operational direction to the Managed Services support organization. This position ensures that all technical teams are fully supported, service levels are consistently met, and customer satisfaction remains exceptional.

Reporting to the AVP of Managed Services, the Technical Support Operations Manager evaluates both the quantitative and qualitative performance of the team analyzing operational metrics, customer feedback, and SLA compliance to drive continuous improvement and deliver actionable insights.

This is a hands-on, customer-focused leadership role responsible for motivating, developing, and overseeing the day-to-day operations of Managed Service and NOC engineers. The successful candidate will balance tactical execution with strategic oversight providing escalation-level technical support while ensuring operational processes, tools, and workflows are optimized for efficiency and quality.

The ideal candidate fosters a culture of collaboration, accountability, and excellence, actively encouraging the team to contribute ideas and implement procedural, operational, and system improvements that enhance service delivery and team performance.

Critical Responsibilities:

• Lead cross-functional teams to develop operational performance assessments and management reports.
• Oversee day-to-day technical operations of Managed Services and NOC Engineers, ensuring efficiency, responsiveness, and service excellence.
• Manage daily workload distribution and team scheduling to maintain balanced coverage across all shifts.
• Define, implement, and continually improve standard operating procedures, runbooks, and escalation workflows.
• Develop and deliver ongoing training programs to elevate technical capabilities across the team.
• Partner with internal groups such as SOC, Infrastructure, Consulting, and Sales to coordinate operational activities.
• Provide escalation level support for complex infrastructure and networking issues; drive root cause analysis and resolution.
• Establish, track, and report on key operational metrics (SLA compliance, ticket volume, resolution time, CSAT, etc.).
• Mentor and coach engineers at all levels to promote technical depth, accountability, and career growth.
• Drive a culture of ownership, collaboration, and continuous improvement within the support organization.
• Act as a point of escalation for major incidents and customer-impacting issues, ensuring timely communication and resolution
• Manage and administer ITSM systems (e.g., Zendesk), ensuring they align with business and operational needs.
• Actively assist with customer issues when necessary, maintaining a strong hands-on technical presence.
• Collaborate with other functional leaders to streamline support processes and improve service delivery.

Minimum Requirements:

• 10+ years of progressive experience in technical support, managed services, or NOC/helpdesk operations, including direct, hands-on technical work.
• 5+ years of demonstrated leadership or management experience overseeing 24x7 or multi-shift technical support or NOC teams.
• Proven track record managing onsite technical staff, including scheduling, performance management, and career development.
• Strong technical foundation in Microsoft Windows Server, Active Directory, virtualization technologies (VMware, Hyper-V), and network infrastructure (routing, switching, firewalls).
• Solid experience with IT Service Management (ITSM) platforms including configuration, automation, and reporting. (Zendesk preferred)
• Working knowledge of cloud platforms (Microsoft Azure) and hybrid environment integrations.
• Demonstrated ability to manage and maintain SLAs, KPIs, and operational metrics within a customer-driven managed services organization.
• Excellent analytical, organizational, and communication skills with the ability to interact effectively across technical and business teams.
• Proven incident, problem, and change management experience using ITIL-aligned processes (ITIL certification preferred).
• Hands-on experience supporting and mentoring engineers at L1–L3 levels, including direct involvement in troubleshooting and escalation management.
• Experience developing and enforcing standard operating procedures, runbooks, and escalation workflows.
• Strong background in monitoring and alerting systems (e.g., LogicMonitor, ControlUp, SolarWinds, or similar).

Differentiating Characteristics:

• Demonstrated success in optimizing NOC/helpdesk operations, improving KPIs like SLA compliance, MTTR, and customer satisfaction beyond standard expectations.
• Proven track record in leading 24x7 multi-shift teams in high-volume, customer-facing environments.
• Experience implementing process automation or workflow improvements that materially increase team efficiency or reduce human error.
• Hands-on experience in monitoring and alerting optimization (e.g., LogicMonitor, ControlUp, SolarWinds), beyond basic tool usage.
• Background in hospitality, retail, or POS environments, where uptime and customer impact are critical.
• Ability to develop and execute strategic initiatives for technical support operations, including system upgrades, migrations, or new technology deployments.
• Recognized for fostering a high-performance culture, mentoring technical staff, and building teams that operate with accountability and ownership.
• Experience driving cross-functional collaboration with other departments (SOC, Infrastructure, Sales) to improve service delivery or operational efficiency.
• Track record of analyzing operational data and translating insights into actionable improvements, rather than just reporting metrics.
• Skilled in change management and escalation leadership, effectively guiding teams through critical incidents with minimal customer impact.

Benefits of Joining BlueAlly:

• Work Setup: 100% remote (Philippines)
• Schedule: Night shift (Philippines time)
• Salary: ₱150,000 – ₱175,000
• Allowance: ₱8,859 (after 90 days)
• Benefits: Full local benefits (SSS, Pag-IBIG, PhilHealth, 13th month pay)
• Equipment: Provided by BlueAlly
• HMO: Provided for you and your dependents
• PTO: 23 PTO credits per year