Technical Services Manager – CMMC Service Delivery

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

📋 Description

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

• Manage, mentor, and develop technical resources at L1, L2, and L3 levels.

• Take ownership of pod performance metrics such as ticket response, resolution, SLA adherence, quality, client satisfaction, and handling of technical escalations.

• Monitor workloads, capacity, ticket aging, escalations, and service trends while proactively addressing potential risks.

• Act as the primary technical escalation point for intricate or high-stakes client issues.

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

• Collaborate with teams in Client Success, Service Coordination, Engineering, Projects, Security, and Compliance.

• Identify and implement opportunities to enhance service quality, efficiency, and scalability.

• Lead technical service delivery for clients adhering to CMMC and related NIST SP 800-171 guidelines.

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

• Reinforce the proper management of Controlled Unclassified Information (CUI) and other sensitive data within authorized systems and environments.

• Ensure that administrative access, privileged actions, remote support, and technical modifications comply with security controls and authorization procedures.

• Maintain documentation and ticketing practices that fulfill compliance evidence and assessment needs.

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

• Assist in evidence collection and technical validation for CMMC preparedness and assessments.

• Identify and mitigate or escalate service delivery practices that might pose compliance or security risks.

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

• Troubleshoot and resolve complex issues related to endpoints, identity, cloud, networking, and security.

• Ensure that identity, access, device, and security configurations are in alignment with client security standards and compliance criteria.

• Lead initiatives regarding MFA, SSO, conditional access, role-based access, least privilege, privileged access, and secure administration.

• Collaborate with Engineering and Security on technical standards, automation, hardening, and ongoing improvement.

• Drive root cause analysis for recurring or significant incidents.

• Reduce ticket volume and enhance reliability through automation, standardization, and proactive remediation.

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

• Function as a player-coach by guiding the team, developing technical talent, holding technicians accountable, communicating with clients and leadership, and stepping into complex technical scenarios.

⛳️ Requirements

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

• At least 2 years of experience leading technical teams in a managed service provider (MSP) or similarly dynamic service environment.

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

• Practical experience with identity and access management platforms, such as Entra ID and Okta.

• Familiarity with endpoint management solutions like Intune and other MDM/RMM tools across Windows and macOS systems.

• Working knowledge of networking, endpoint security, EDR/MDR, vulnerability management, secure remote access, and cloud security technologies.

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

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

• Proven ability to manage technical escalations and communicate efficiently with both technical and non-technical stakeholders.

• Excellent documentation, process management, and operational discipline skills.

• Must be U.S.-based and able to meet client-specific personnel, access, or data-handling requirements relevant to regulated environments.

• Preferred: Experience supporting Department of Defense contractors or organizations managing CUI.

• Preferred: Direct experience with CMMC Level 2 environments.

• Preferred: Familiarity with Microsoft GCC/GCC High and/or Google Workspace environments utilized by regulated organizations.

• Preferred: Experience with Entra ID, Okta, Intune, and other enterprise identity and endpoint management tools.

• Preferred: Experience in preparing technical documentation or evidence for CMMC, NIST SP 800-171, or other security assessments.

• Preferred: Experience with SIEM/MDR, EDR, SASE, vulnerability management, application control, and privileged access technologies.

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

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• 401(k) plan with company matching.

• Generous paid time off and flexible working arrangements.

• Opportunities for professional development and certifications.

• Collaborative and inclusive workplace culture.