Position Summary:

The Technology Services Manager leads a tactical team of engineers responsible for delivering the functionality, availability, security, and continuity of technical systems supporting the business. This role focuses on building and sustaining a high performing, collaborative team that shares in‑ the success and challenges of its customers. The ultimate goal is to maximize the value of technology solutions while ensuring an exceptional customer experience—including contributing directly to Pax8’s AI-driven transformation by identifying opportunities to leverage‑ generative AI, automation, and intelligent tooling across service delivery.

Essential Responsibilities (includes, but is not limited to):

Team Leadership & Development

• Perform full managerial responsibilities including hiring, compensation planning, performance reviews, and regular 1:1s.

• Foster a collaborative, high‑performing culture through coaching, mentorship, conflict resolution, and targeted training opportunities.

• Support the professional growth, well‑being, and engagement of team members to maintain morale and productivity.

• Promote AI literacy and upskill the team around Pax8 AI capabilities, ensuring engineers understand when and how to use AI tools responsibly and effectively.

Team Performance & Quality Assurance

• Use KPIs, customer feedback, and operational metrics to evaluate and improve team performance.

• Ensure high‑quality deliverables and alignment with service level objectives (SLO).

• Identify risks or resource constraints and collaborate with Product and Services leadership to resolve them.

• Maintain reporting mechanisms and dashboards for IT performance, ticketing, asset management, and customer satisfaction.

• Leverage Pax8 AI insights to improve data-driven decision-making, identify performance trends, detect anomalies, and strengthen SLO adherence.

Service Delivery & Operational Reliability

• Oversee incident and request management processes to ensure reliable, secure, and continuous operations.

• Partner with Services Operations and IT Service Delivery leadership to maintain operational excellence across systems supporting the business.

• Participate in planned events, provide in-office support, and fulfill on-call rotation requirements for after-hours/weekends/holiday support as necessary.

• Collaborate with internal AI teams and adopt AI‑powered diagnostics, monitoring, and triage tools to reduce mean time to resolution (MTTR) and enhance system resiliency.

Continuous Improvement & Process Optimization

• Lead ceremonies to surface opportunities for improvement and drive reduction of toil and technical debt.

• Coordinate and support audit‑related improvements and adapt priorities as needed.

• Seek and implement automation, efficiency gains, and best practices to enhance team and service performance.

• Champion Pax8 AI initiatives by identifying high-value workflows suitable for AI automation, piloting new AI capabilities, and partnering with stakeholders to embed AI into operational processes.

Product & Cross‐Functional Collaboration

• Collaborate with Product Managers to align roadmaps, technical requirements, and delivery timelines.

• Work closely with the Technology Services Director and cross‑functional stakeholders to align resources and priorities with organizational goals.

• Partner with Product and AI platform stakeholders to share field insights, contribute to AI feature validation, and ensure customer’s operational needs are represented in Pax8’s evolving AI strategy.

Personal Development

• Drive continuous personal growth by engaging in Pax8 L&D programs, peer or manager coaching, and stretch opportunities.

• Stay informed on AI advancements, participate in Pax8 AI enablement programs, and build foundational knowledge in AI/ML concepts, responsible AI use, and AI‑augmented service delivery.

Ideal Skills, Experience, and Competencies:

• 3+ years’ experience in technology or related field

• 2+ years leadership/management experience

Leadership & People Management

• Proven experience managing technical teams, including hiring, performance management, compensation planning, and career development.

• Skilled in coaching, mentoring, and enabling engineers to grow in both technical and soft‑skill competencies.

• Strong ability to foster psychological safety, collaboration, and a high‑performing team culture.

• Experience resolving conflict, navigating interpersonal dynamics, and maintaining team morale during high‑pressure periods.

Technical & Operational Expertise

• Deep understanding of IT service delivery, systems administration, infrastructure operations, or cloud/SaaS environments.

• Hands-on experience leading incident, problem, and request management processes within ITIL or similar frameworks.

• Familiarity with security and compliance requirements, system availability, monitoring tools, and operational resiliency practices.

• Ability to assess technical risks, dependencies, and resource constraints to ensure predictable, high‑quality delivery.

AI, Automation & Data‑Driven Operations

• Experience leveraging AI‑powered tools, automation platforms, or intelligent monitoring systems to improve operational efficiency.

• Ability to identify high‑value workflows suitable for automation or AI augmentation, including triage, diagnostics, or reporting.

• Comfortable analyzing operational data, KPIs, and telemetry to drive insights, identify trends, and improve SLO outcomes.

• Strong foundational understanding of responsible AI use, data quality, and ethical considerations in AI‑augmented operations (or willingness to rapidly build this skill).

Continuous Improvement & Process Maturity

• Demonstrated experience leading retrospectives, process reviews, or improvement ceremonies to reduce toil and technical debt.

• Practical knowledge of Lean, Agile, or DevOps principles as applied to service delivery environments.

• Experience building or refining workflows, documentation, standard operating procedures, and knowledge repositories.

• Ability to guide a team through change with minimal disruption to service quality.

Collaboration, Product Alignment & Stakeholder Management

• Effective cross‑functional communicator able to partner with Product Managers, Architects, Security, and Engineering teams.

• Experience aligning team capacity and priorities with business needs, roadmap commitments, and operational constraints.

• Ability to represent the voice of the customer operationally, ensuring system needs and pain points inform product and platform roadmaps.

• Skilled at delivering clear, data-backed updates to leadership and stakeholders.

Customer Experience & Service Quality

• Strong customer‑centric mindset with experience supporting internal or external users in fast‑paced environments.

• Ability to translate technical complexities into clear, actionable information for non‑technical stakeholders.

• Commitment to delivering high‑quality services that enhance user satisfaction, system reliability, and operational excellence.

Personal Attributes & Growth Mindset

• Proactive, self‑driven learner committed to continuous improvement and staying current with emerging technologies.

• Strong organizational and prioritization skills in environments with shifting demands.

• Growth mindset with enthusiasm for adopting new tools, including Pax8 AI capabilities and automation technologies.

• Demonstrated resilience, accountability, and adaptability when managing fast‑evolving operational landscapes.

Required Behaviors:

• Compassionate Candor—We aim to assist others with candid, actionable feedback.

• Seek to Understand—Be open, curious and committed to learning.

• We Before Me—Actively collaborate and seek out diverse perspectives to ensure a win for Team Pax8.

• Do What You Say—Take ownership and honor your commitments; prioritize and deliver.

• Light Up Learning—Be brave and try new ideas; be vulnerable and share your failures so everyone can learn from our mistakes.

• Driven by Passion—Connects personal passion to Pax8 mission, resilient in face of adversity and uncertainty in pursuit of mission.

Required Education & Certifications:

B.A./B.S. in a related field or equivalent work experience.

ITIL 4 Foundation (nice to have)

Compensation: