Technical Services Manager

About this Position

he Technical Services Manager is responsible for managing the day-to-day operations of the entire service desk team. As part of this responsibility, the Technical Services Manager will provide high-level technical guidance to the team and ensure our service and support exceed our customers’ expectations in each interaction, making us a valued extension of their staff.  

This role also plays a key part in shaping our managed services culture. The position reinforces our commitment to a white‑glove client experience and ensures we differentiate ourselves from generic MSP providers through exceptional service delivery and customer care.

This role establishes and maintains best practices that ensure alignment with company standards. This role is also responsible for attaining maximum utilization of technical resources through situational awareness and service requests.

Job Responsibilities

Operational Management

• Experience overseeing IT support team across global regions.

• Coordinate after-hours accountability for proper leadership and engineer coverage to ensure proper 24/7 operations.

• Conduct baseline KPI reviews.

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

• Ensure team members are adhering to established practices: Including but not limited to ticket accountability, escalations, chat/phone skills, and acceptable client communications. 

• Provide exceptional frontline service via both email and phone support.

• Maintain visibility into service desk performance and workload trends.

• Accountability of personal and team availability.

• SLA monitoring and tracking with all ticketing system queues to ensure SLA and SLO attainment. 

• Communicate with all parties in a constructive manner to guarantee customer expectations are met and exceeded.

• Facilitate CCIR (commanders critical information report) communications internally with direct leadership, vCIO’s and Exec team if necessary.

• Work in conjunction with Leadership on day-to-day activities.

• Follow up with client when negative feedback is received in CSAT system.

Technical Management

• Own customer escalations and support.

• Understand overall service desk objectives, as well as the role and function of each team member. 

• Contribute to the continuity of services by providing the necessary technical leadership. Acting as an escalated resource for engineers as well as communicating escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.

• Drive problem investigations and resolutions as required, conduct root cause analysis with direct leadership. 

• Identify areas of improvement and make constructive suggestions for change. 

• Continually seek opportunities to increase customer satisfaction and deepen customer relationships. 

• Business Awareness: specific knowledge of the customer and how IT relates to their business strategy, workflows, and goals. 

People Management

• Establish a baseline of positive and effective communication with your team, direct leadership, and engineers.

• Enforce positive accountability, responsibility, ownership, and a clear sense of direction for all team members.

• Work with L&D team members to develop training programs to refine the skills of the service desk team. 

• Facilitate regular service desk team meetings and service board reviews.

• Manage the development of the team by ensuring that daily tasks and activities are in line with team members' career objectives.
• Perform performance reviews and support employees with actionable feedback and development plans.

• Conduct regular 1:1 meetings to provide guidance, address concerns, and support performance improvement.

• Mentor and coach team members to support their ongoing growth and professional development.

Documentation

• Create, refine, and maintain documentation and Standard Operating Procedures (SOPs) to support consistent, high‑quality service delivery.

• Ensure Engineers are familiar with and adhere to our Standard Operating Procedures (SOP).

• Document internal processes and procedures related to duties and responsibilities.

Job Requirements

• Exceptional communication skills and fluency in Spanish and English.

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

• Microsoft, Cisco, or VMware certifications.

• 5+ years of hands‑on leadership experience within an MSP environment.

• 3+ years of engineering experience in an MSP capacity.

• ITSM Workflow & Incident Management experience 

• Strong analytical, diagnostic, and technical troubleshooting skills.

• The ability to make important decisions in a fast-paced environment.

• Prior experience managing 24x7 operations.

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

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

• Ability to participate in a management on‑call rotation.

• ITIL certified or willing to obtain.

Customer Requirements

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver