[Hiring] Technical Services Manager @Net at Work

Role Description

The Technical Services Manager is responsible for managing the day-to-day operations of the entire service desk team. This role provides high-level technical guidance to the team and ensures our service and support exceed our customers’ expectations in each interaction.

This role also plays a key part in shaping our managed services culture, reinforcing our commitment to a white-glove client experience and differentiating 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 and is responsible for attaining maximum utilization of technical resources through situational awareness and service requests.

Qualifications

• 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.

Requirements

• 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.
• 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.
• 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.

Benefits

• Base salary range: $110,000 to $135,000.
• This position is also eligible for a bonus in accordance with the terms of the Company's plan.
• Health and Welfare (Medical, Dental, Vision).
• Accident, Critical Illness, and Hospital Indemnity.
• 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).
• Retirement Planning (401k 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.