Technical Services Manager – CMMC Service Delivery

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

📋 Description

• Oversee the daily operations and performance of a specialized technical services team.

• Guide, mentor, and enhance the skills of L1, L2, and L3 technical personnel.

• Take ownership of team performance metrics including ticket response, resolution, SLA compliance, quality, client satisfaction, and technical issue escalation.

• Track workload, capacity, ticket age, escalations, and service trends while proactively managing risks.

• Act as the primary technical escalation point for complex or significant client issues.

• Uphold operational standards related to documentation, ticket quality, change management, and escalation protocols.

• Collaborate with Client Success, Service Coordination, Engineering, Projects, Security, and Compliance teams to facilitate smooth client service delivery.

• Direct technical service delivery for clients adhering to CMMC and associated NIST SP 800-171 standards.

• Ensure technicians comply with client-specific security policies, procedures, access requirements, and approved workflows.

• Emphasize the proper management of CUI and other sensitive data within authorized systems and environments.

• Ensure that administrative access, privileged activities, remote support, and technical modifications align with established security controls and authorization protocols.

• Maintain documentation and ticketing methodologies that support compliance evidence and assessment needs.

• Collaborate with Security and Compliance stakeholders to address technical findings, control deficiencies, vulnerabilities, and corrective measures.

• Assist in evidence gathering and technical validation for CMMC readiness and evaluations.

• Provide technical leadership across Microsoft 365, Google Workspace, Entra ID, Okta, Intune, MDM/RMM solutions, Windows, macOS, networking, endpoint security, and cloud infrastructure.

• Diagnose and resolve intricate technical challenges across endpoint, identity, cloud, networking, and security environments.

• Conduct root cause analysis for recurring or major technical incidents.

• Identify areas for reducing ticket volume and enhancing reliability through automation, standardization, and proactive solutions.

• Ensure that technical modifications are documented, tested, approved, and implemented.

• Maintain a high level of service delivery while adhering to regulated client security protocols.

⛳️ Requirements

• 5+ years of experience in IT service delivery, managed services, systems administration, or technical support.

• 2+ years of experience leading technical teams in an MSP or similarly fast-paced service setting.

• Strong technical expertise in Microsoft 365 and/or Google Workspace.

• Hands-on experience with Entra ID and/or Okta.

• Experience with Intune and other MDM/RMM solutions for Windows and macOS platforms.

• Familiarity with networking, endpoint security, EDR/MDR, vulnerability management, secure remote access, and cloud security technologies.

• Experience working with organizations under CMMC, NIST SP 800-171, DFARS, or similar regulated security frameworks.

• Solid understanding of least privilege, MFA, privileged access, endpoint security, vulnerability management, change control, and secure remote management.

• Capacity to lead technical escalations and effectively communicate with both technical and non-technical stakeholders.

• Strong skills in documentation, process management, and operational discipline.

• Must be U.S.-based and capable of meeting client-specific personnel, access, or data-handling standards.

• Preferred: experience supporting Department of Defense contractors or organizations dealing with CUI.

• Preferred: direct experience in CMMC Level 2 environments.

• Preferred: familiarity with Microsoft GCC/GCC High and/or regulated Google Workspace environments.

• Preferred: certifications in CMMC, Microsoft, Google, Okta, security, or networking.

• Preferred: experience with ConnectWise or similar PSA platforms and modern RMM tools.

🏝️ Benefits

• Comprehensive health insurance, including dental and vision coverage.

• Retirement savings plan with employer matching contributions.

• Opportunities for professional growth and development.

• Flexible working hours and remote work options.

• Supportive and collaborative work environment.