Sr. Manager of Technical Services

Location: Onsite - Bethesda, MD

Type: Full-Time, Direct Hire

Salary Range: $120,000 - $150,000

Travel: No travel required

Are you a dynamic technical leader who thrives at the intersection of customer service, operational excellence, and cutting-edge systems support? We're looking for a Senior Manager of Technical Services to lead high-performing teams in a fast-paced 24/7/365 environment. You'll oversee both Technical Support and Field Quality Assurance (FQA) teams, driving process improvement, team development, and service delivery excellence in a mission-critical environment.

This is your chance to shape how technical support is delivered at scale-and make a visible impact from day one.

The Opportunity

You'll lead and scale a pair of high-impact teams that operate around the clock. While your schedule will follow standard business hours, your work will help maintain seamless 24/7 operations and ensure that urgent issues are escalated and addressed effectively. You'll serve as the bridge between technical support, engineering, and operations, fostering collaboration and improving every touchpoint in the service lifecycle.

Employees enjoy a well-rounded benefits package that supports health, financial security, work-life balance, and professional development. This includes comprehensive medical, dental, and vision insurance; flexible spending accounts; a 401(k) plan with employer match; life and disability insurance; paid holidays, vacation, and sick leave; commuter assistance; tuition reimbursement; and access to confidential employee assistance programs. The organization also provides structured training opportunities and performance-based salary reviews to encourage career growth.

Leadership & Strategy

• Lead, mentor, and inspire a high-functioning team of technical support specialists and field quality assurance professionals
• Align team goals with broader organizational strategy and KPIs

Operations & Process Optimization

• Drive continuous improvement in workflows, support procedures, and response protocols
• Implement best practices for case handling, resolution efficiency, and service excellence

Team Performance & Accountability

• Establish and monitor KPIs such as resolution time, customer satisfaction, and case closure rates
• Proactively address gaps in service delivery or team skillsets

Cross-Functional Collaboration

• Act as the escalation point between support and engineering
• Partner with internal teams to roll out system updates and ensure field-readiness

Training & Development

• Design and oversee a structured training program to support onboarding, upskilling, and consistency
• Foster a culture of continuous learning and proactive support

Technology & Tools Management

• Optimize the use of support platforms and technical systems across both teams
• Recommend and evaluate tools for process automation, efficiency, and scalability

Evolving Scope

• Adjust and grow with the organization-this role offers long-term leadership potential and the chance to shape the department's future

Education & Experience

• Bachelor's degree in IT, Engineering, or a related field preferred (or equivalent hands-on experience)
• 5-7+ years in a senior-level technical support or IT operations role, including leadership across hardware, software, and customer-facing teams
• Experience in fast-moving technical environments (access control, security systems, SaaS, or telecom a plus)

Leadership & Skills

• Proven ability to lead teams in a 24/7/365 operational setting
• Strong background in process improvement and operational efficiency
• Excellent communication, collaboration, and stakeholder management skills
• Hands-on technical acumen with systems, hardware troubleshooting, and support tools
• Comfortable navigating ambiguity, setting priorities, and working with minimal oversight

• 5-7+ years in a senior-level technical support or IT operations role, including leadership across hardware, software, and customer-facing teams
• Experience in fast-moving technical environments (access control, security systems, SaaS, or telecom a plus)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.