Technical Services Manager

Description

Job Title: Technical Services Manager

Organization: The Surplus Line Association of California (SLA)

Location: San Ramon, CA

Position Type: Full-time, In-Office

Salary: $135k - $185k

Come join our team — we’d love to have you! 

At the SLA, we take pride in fostering an open, inclusive, and collaborative culture where employees come first. Our commitment to creating an exceptional workplace has earned us recognition: 

• Certified as a Great Place to Work® three years in a row 
• Named one of Fortune’s Best Workplaces in the Bay Area for 2026

As an employee-first organization, we’re passionate about supporting our team inside and outside the workplace. We offer: 

• Flexible work-life balance options so you can thrive both professionally and personally 
• An expansive benefits package with a variety of choices for medical, dental, and vision coverage tailored to your needs 
• Educational benefits
• A generous wellness stipend to help you invest in your health and well-being 
• And because we love adding a little extra value: complimentary Costco memberships for you and your family 

If you’re looking to grow your career in an environment where your voice is heard, your contributions are valued, and fun is part of the culture — come join us! 

About Us:

At the Surplus Line Association of California (SLA), we don’t sell insurance—we protect access to it. As the only organization overseeing California’s $20+ billion surplus lines insurance marketplace, we help support coverage availability for businesses—from film studios to freight haulers—when risks are too complex, too large or too unique for the standard market.

Each year we review more than 1 million policy transactions, equip insurance brokers with compliance tools and continuing education courses, monitor the financial stability of global insurers and deliver data-driven insights that help the industry stay ahead of emerging risks. That impact—combined with our strong employee culture—has earned us recognition by Fortune as one of the Bay Area’s best places to work.

Quick Clarifier: 

We are not insurance agents or a government agency—and we won’t be quoting your car or life insurance. We oversee a multibillion-dollar market that primarily serves businesses with hard-to-place risks. It’s niche, essential and surprisingly interesting. 

Position Overview:

Lead Technology Operations. Elevate the Employee Experience. Drive Continuous Improvement.

Are you the person who sees beyond the ticket queue?

Do you naturally look for patterns, root causes, and opportunities to improve how technology supports the business? Are you equally comfortable troubleshooting a complex issue, coaching team members, managing vendors, and presenting solutions to leadership?

We're looking for a Technical Services Manager who can combine technical expertise with operational leadership to build a world-class support experience. This role is responsible for ensuring the reliability, security, and performance of our end-user technology environment while continuously improving the systems, processes, and partnerships that enable our employees to do their best work.

This is is a highly visible, hands-on leadership role where you'll influence technology strategy, service delivery, vendor performance, security practices, and user experience across the organization.

Requirements

Responsibilities:

Service Delivery & Support Leadership

You won't just solve problems—you'll improve how problems are prevented. You'll lead day-to-day technology support operations while developing scalable processes that improve responsiveness, user satisfaction, and operational efficiency.

You will:

• Lead support operations and ensure exceptional service delivery.
• Serve as the escalation point for complex technical issues.
• Analyze trends and recurring issues to identify root causes and long-term solutions.
• Build a proactive support culture focused on prevention rather than reaction.

Technology Operations & Infrastructure

You'll oversee the technology ecosystem that keeps the organization running.

Responsibilities include:

• Microsoft 365 administration (Exchange Online, Teams, SharePoint, Entra ID).
• End-user computing environments across Windows, Mac, and mobile devices.
• Virtual and physical server environments.
• SaaS application administration and governance.
• Network reliability, connectivity, and performance.
• Device management and lifecycle planning.

Security, Risk & Business Continuity

You'll help ensure technology remains secure, resilient, and compliant.

You will:

• Oversee endpoint security, identity management, and access controls.
• Partner with leadership on security initiatives and risk mitigation.
• Manage backup and disaster recovery programs.
• Support audits, security reviews, and compliance efforts.

Vendor & Resource Management

You'll act as the organization's technology quarterback.

Responsibilities include:

• Managing relationships with MSPs, telecom providers, hardware vendors, and software partners.
• Negotiating and managing technology contracts and renewals.
• Holding vendors accountable to service-level commitments.
• Evaluating technology investments through operational and business lenses.
• Managing technology procurement and lifecycle planning.

Continuous Improvement & Technology Strategy

We are looking for someone who constantly asks: "How can we do this better?"

You will:

• Identify opportunities to automate repetitive processes.
• Standardize documentation and operational procedures.
• Recommend technologies that improve employee productivity and security.
• Lead change management and user adoption efforts.
• Develop roadmaps that increase support maturity and operational excellence.

Qualifications:

• Must be a California resident.
• 7+ years supporting enterprise technology environments.
• 3+ years leading support operations, technical teams, contractors, or managed service relationships.
• Deep Microsoft 365 administration experience (Exchange, Teams, SharePoint, Entra ID).
• Experience supporting both Windows and Mac environments.
• Strong understanding of endpoint management and security best practices.
• Experience managing SaaS platforms and user lifecycle processes.
• Experience working with vendors, contracts, and technology procurement.
• Exceptional troubleshooting and analytical skills.
• Ability to communicate effectively with both technical and non-technical audiences.

Preferred Experience:

• Experience leading service improvement initiatives.
• Experience implementing automation and workflow improvements.
• Experience in highly regulated or security-conscious environments.
• ITIL, Microsoft, CompTIA, or related certifications.

Work Environment:

• Fully onsite, Monday through Friday.
• High level of interaction with employees, leadership, and external partners.
• Role requires both hands-on technical work and operational leadership.

This job description is not intended, and should not be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation. The Company reserves the right to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.

The SLA is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.