The Role
The Technology Services Engineering Manager oversees the Service Desk team, ensuring efficient technical support, staff management, and operational excellence while aligning IT objectives with business goals.
Summary Generated by Built In
Who You Are
The Technology Services Engineering Manager at BHG Financial is a strategic and hands-on leader responsible for delivering exceptional end-user support across a diverse technology landscape. This role oversees the daily operations of the Service Desk team, ensuring the timely resolution of technical issues, seamless onboarding experiences, and consistent service excellence.
The manager will support BHG’s user endpoint systems and applications, providing front-line support for Windows 11, macOS, iOS, Android, and AV technologies in conference rooms. The role also includes supporting Zoom, MS Teams, and other collaboration platforms to ensure smooth virtual and hybrid meeting experiences. The ideal candidate possesses a strong technical background, exceptional problem-solving skills, and a customer-first mindset, with proficiency in service management ticketing, such as Jira Service Management, and enterprise software such as Microsoft 365, VPN clients, RingCentral, and Remote Desktop. They excel at multitasking across platforms, guiding service engineers through performance management, project assignments, and professional development, while continuously improving processes and documentation. This role is critical to maintaining operational continuity, driving user satisfaction, and aligning IT support with BHG’s broader infrastructure and business goals.
What You'll Do
- Operational control: Oversee daily operations to ensure compliance with standards and achieve organizational objectives.
- Shift scheduling: Manage shift scheduling to optimize staff coverage and operational efficiency.
- KPI accountability: Monitor key performance indicators (KPIs), such as First Response Time, Resolution Time, Ticket Volume Trends, Backlog Volume, First Contact Resolution Rate, Reopen Rate, Escalation Rate, SLA Compliance Rate, Onboarding Readiness Rate, Process Improvement Implementation Rate, etc., to ensure alignment with performance targets and operational goals.
- Service level adherence: Address all customer cases promptly within established SLA requirements and handle them professionally.
- Quality assurance: Maintain high service delivery standards while continuously improving customer satisfaction.
- Staff Coordination: Provide guidance and performance feedback to non-supervisory staff, ensuring alignment with operational goals and fostering accountability through clear direction and support.
- Workflow Management: Strategically plan and oversee the workflow and time management of staff, assigning daily tasks and setting clear deadlines.
- Best Practices Implementation: Assess current practices, implement best practice standards, and drive continuous improvement within the team.
- Performance Reporting: Prepare and present comprehensive performance reports, evaluating team output and operational efficiency on Service Requests, Incidents, and Projects.
- IT Inventory Control: Ensure a rigorous IT inventory process is maintained, including adherence to preventative maintenance schedules and protocols.
- Warehousing Logistics: Responsible for the maintenance and upkeep of the IT equipment warehouse, ensuring that there is sufficient inventory on-hand to meet business needs, all equipment is organized, functional, and in optimal condition for use, and equipment is delivered in a timely fashion.
- Program Development: Develop and implement programs and procedures designed to enhance the effectiveness and efficiency of IT systems and operations.
- Hardware and Software Management: Oversee the management, installation, maintenance, and support of end-user hardware and software applications.
- Training and Utilization: Facilitate the continued and expanded use of technology resources through effective implementation and coordination of training programs.
- Hardware and Software Management: Oversee the management, installation, maintenance, and support of end-user hardware and software applications.
What You'll Need
- A bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- 5+ years of experience in technical support or service engineering, with a minimum of 2 years in a leadership or managerial role.
- Strong understanding of ITIL principles and service management best practices.
- Proficiency in enterprise ticketing platforms (e.g., Jira Service Management, ServiceNow, etc.)
- Familiarity with endpoint management tools such as Tanium, Microsoft Intune, Jamf, etc.
- Knowledge of Active Directory, Microsoft 365, and common desktop/network troubleshooting techniques.
- Deep understanding of Windows 11 system architecture, Group Policy, registry management, driver integration, troubleshooting methodologies, and integration with MDM platforms like Intune and Tanium.
- Proficient in managing macOS environments, including system preferences, Terminal commands, software deployment, and integration with MDM platforms like JAMF, Intune, and Tanium.
- Skilled in configuring, securing, and supporting mobile devices using MDM tools (e.g., Intune, Apple Business Manager, Android Enterprise).
- Experience with the installation, maintenance, and support of end-user hardware and software applications on Windows, macOS, iOS, and Android platforms.
- Experience with the installation, maintenance, and support of Audio-Visual hardware and software in conference rooms.
- Ability to work at a computer for 8+ hours/day
- Fine motor manipulation using a computer (mouse/keyboard)
- Ability to lift 50lbs several times weekly
- In office presence daily with the local team
- Travel to other locations for support needs
- Regular visits to the remote team
Top Skills
Active Directory
Android
Av Technologies
iOS
JAMF
Jira Service Management
macOS
Microsoft 365
Microsoft Intune
Ms Teams
Remote Desktop
Ringcentral
Tanium
Vpn Clients
Windows 11
Zoom
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The Company
What We Do
BHG Financial is transforming the financial industry; leveraging the power of data, analytics, and cutting-edge technology to become not only the number one source for professional loans, but also the creator of the largest community bank loan and product network in the country.
Since 2001, BHG has originated more than $18.5 billion in loan solutions to top-quality borrowers, which community and midsize banks can access via a state-of-the-art loan delivery platform. Building on nearly two decades of innovation, BHG and its family of brands now offer a full suite of financial solutions that span business, consumer, and SBA 7(a) loans, credit cards, collection services, risk management services, and point-of-sale financing.
With record growth year after year, BHG continues to be recognized regionally and nationally: earning a spot on the Inc. 5000 for 16 years running, and receiving accolades from Great Place to Work® and Fortune magazine, among others. BHG is partially owned by Pinnacle Bank (PNFP) and has headquarters in Davie, FL, Syracuse, NY and Atlanta, GA.
Why Work With Us
BHG Financial cultivates a high-energy atmosphere in an open-door, non-traditional corporate environment. As a growing company of more than 1500, it's the perfect place to share your ideas and advance your career.
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