Technical Services Manager

Net at Work

. Manage the day-to-day operations of the entire service desk team .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $110,000 - $135,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing service desk operations, ensuring high-quality technical support and customer satisfaction. Proficient in ITSM Workflow, Incident Management, and familiar with MSP environments, with a focus on continuous improvement and team development.

Highest-signal resume keywords

5+ Years Leadership Experience In MSP EnvironmentITSM Workflow & Incident ManagementMicrosoft, Cisco, Or VMware CertificationsFluency In Spanish And EnglishStrong Analytical And Technical Troubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITSM WorkflowIncident ManagementTechnical TroubleshootingKPI ReviewsService Desk Performance MonitoringRoot-Cause AnalysisDocumentation And SOP MaintenanceTime Logging ComplianceService Level Agreement MonitoringCustomer Escalation Management

Soft Skills

Exceptional Communication SkillsInterpersonal SensitivityAdaptabilityFlexibilityTeam Mentoring And Coaching

Tools & Technologies

CW AutomateIntuneJAMF

Certifications & Qualifications

ITIL CertifiedMicrosoft CertificationCisco CertificationVMware Certification

Industry Keywords

Managed Services ProviderService Desk Operations24/7 OperationsCustomer SatisfactionWorkforce Planning

Tech Stack

Tools & technologies

ITSMJamfVMware

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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