Technical Services Manager

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.  

• 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.

• 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. 

• 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.

• 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.

• 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.

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.

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

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.