Technical Services Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the entire service desk team.

• Provide advanced technical direction and ensure that service and support surpass customer expectations.

• Cultivate a managed services culture and deliver a premium client experience.

• Develop and uphold best practices that align with company standards.

• Optimize the use of technical resources through situational awareness and service requests.

• Supervise IT support teams across various global regions.

• Arrange after-hours leadership and engineering coverage for 24/7 operations.

• Conduct baseline KPI assessments and monitor service desk performance and workload trends.

• Ensure time logging is accurate, timely, and compliant.

• Enforce accountability for tickets, escalations, communication skills, and client interactions.

• Deliver frontline email and phone support.

• Track and monitor SLAs and SLOs across ticketing-system queues.

• Engage constructively with stakeholders to meet and exceed customer expectations.

• Facilitate CCIR communications with leadership, vCIOs, and the executive team.

• Handle customer escalations and serve as an escalated resource for engineers.

• Communicate escalated issues, progress, upcoming changes, and agreed outages to customers.

• Lead problem investigations, resolutions, and root-cause analysis.

• Identify opportunities for improvement and propose constructive changes.

• Enhance customer satisfaction and strengthen customer relationships.

• Understand the customer’s business strategy, workflows, and goals in relation to IT.

• Foster effective communication and enforce accountability, responsibility, and ownership within the team.

• Collaborate with the L&D team to develop training programs.

• Conduct service desk meetings and service board reviews.

• Manage team development in alignment with individual career objectives.

• Perform performance reviews, offer actionable feedback, and create development plans.

• Hold regular one-on-one meetings.

• Mentor and coach team members.

• Create, update, and maintain documentation and Standard Operating Procedures.

• Ensure engineers are knowledgeable of and adhere to SOPs.

• Document internal processes and procedures.

⛳️ Requirements

• Outstanding communication abilities and fluency in both Spanish and English.

• Familiarity with common MSP RMM and MDM solutions such as CW Automate, Intune, and JAMF.

• Certifications from Microsoft, Cisco, or VMware.

• Over 5 years of practical leadership experience in an MSP environment.

• At least 3 years of engineering experience in an MSP role.

• Experience with ITSM Workflow & Incident Management.

• Strong analytical, diagnostic, and technical troubleshooting abilities.

• Capability to make critical decisions in a fast-paced setting.

• Previous experience managing 24/7 operations.

• Strong leadership qualities, including interpersonal sensitivity, adaptability, flexibility, and reasoning skills.

• Proven supervisory skills in workforce planning, task organization, time management, and employee training.

• Willingness to participate in a management on-call rotation.

• ITIL certified or willing to obtain certification.

• Customer approval may be necessary for access to customer information, systems, and/or premises.

🏝️ Benefits

• Eligibility for bonuses in accordance with the Company's plan.

• Medical, Dental, and Vision insurance.

• Coverage for Accident, Critical Illness, and Hospital Indemnity.

• Employee Assistance Program (EAP).

• Life and AD&D Insurance.

• Short- and Long-Term Disability Insurance.

• Flexible Spending Accounts.

• Transportation and Parking Accounts.

• Health Savings Accounts with company contribution.

• 401(k) with matching contributions.

• Legal Benefits.

• Identity Theft Protection.

• Pet Insurance.

• Wellness Program Offerings.

• Paid Time Off, accrued per pay period based on years of service, starting at 15 days annually.

• 8 Paid Holidays per year, including 1 floating holiday.

• Remote work opportunities available in the United States.