Technical Services Manager

🕒 October 6

🇺🇸 United States – Remote

💵 $110k - $135k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

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Net at Work

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏭 Manufacturing

📦 Logistics

Consulting • Manufacturing • Logistics

Net at Work is a technology solutions provider that helps small and medium-sized businesses enhance their operations through transformative use of technology. They offer a wide range of services including ERP implementation, CRM solutions, IT managed services, cloud hosting, and strategic advisory services. Net at Work focuses on unlocking the power of next-generation technology to improve business efficiency, employee experience, and customer engagement. By aligning technology with business needs, they assist companies in various industries including Chemicals, Construction, Healthcare, and more, to optimize their performance and unleash their potential.

📋 Description

• Manage the day-to-day operations of the entire service desk team • Provide high-level technical guidance and ensure service and support exceed customer expectations • Shape the managed services culture and deliver a white-glove client experience • Establish and maintain best practices aligned with company standards • Maximize utilization of technical resources through situational awareness and service requests • Oversee IT support teams across global regions • Coordinate after-hours leadership and engineer coverage for 24/7 operations • Conduct baseline KPI reviews and monitor service desk performance and workload trends • Ensure accurate, timely, and compliant time logging • Enforce ticket accountability, escalations, chat/phone skills, and acceptable client communications • Provide frontline email and phone support • Monitor and track SLAs and SLOs across ticketing-system queues • Communicate constructively with stakeholders to meet and exceed customer expectations • Facilitate CCIR communications with leadership, vCIOs, and the executive team • Own customer escalations and support as an escalated resource for engineers • Communicate escalated issues, progress, impending changes, and agreed outages to customers • Drive problem investigations, resolutions, and root-cause analysis • Identify improvement opportunities and make constructive change suggestions • Increase customer satisfaction and deepen customer relationships • Understand customer business strategy, workflows, and goals as they relate to IT • Establish effective communication and enforce accountability, responsibility, and ownership across the team • Develop training programs with the L&D team • Facilitate service desk meetings and service board reviews • Manage team development in line with career objectives • Conduct performance reviews, provide actionable feedback, and create development plans • Conduct regular 1:1 meetings • Mentor and coach team members • Create, refine, and maintain documentation and Standard Operating Procedures • Ensure engineers understand and follow SOPs • Document internal processes and procedures

🎯 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 • Ability to make important decisions in a fast-paced environment • Prior experience managing 24x7 operations • Strong leadership qualities, including interpersonal sensitivity, adaptability, flexibility, and reasoning skills • Proven supervisory skills, including 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 approval may be required for access to customer information, systems, and/or premises

🏖️ Benefits

• Bonus eligibility in accordance with the Company's plan • Medical, Dental, and Vision insurance • Accident, Critical Illness, and Hospital Indemnity coverage • 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 contribution • 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 in the United States

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