Technical Services Manager

About Our Client:The organization operates within the managed services provider (MSP) sector, addressing the challenge of delivering high-quality IT support and managed services. It seeks to distinguish itself from generic MSP providers by focusing on exceptional service delivery and customer care, aiming to become a valued extension of its clients' staff. The organization emphasizes a culture centered on a white-glove client experience and maintains best practices aligned with company standards to optimize technical resource utilization. About the Opportunity:The TECHNICAL SERVICES MANAGER is responsible for overseeing the daily operations of the service desk team, providing technical leadership, and ensuring service levels exceed customer expectations. This role is critical in shaping the service culture, driving operational excellence, and maintaining customer satisfaction by managing escalations, coordinating resources, and fostering team development. Responsibilities:Manage IT support operations across global regions.Coordinate after-hours leadership and engineer coverage for 24/7 service.Review and monitor key performance indicators (KPIs).Ensure accurate and timely time logging compliance.Enforce adherence to service protocols including ticket management and client communications.Provide frontline support via email and phone.Monitor service desk performance and workload trends.Oversee service level agreement (SLA) and service level objective (SLO) attainment.Communicate effectively with clients and internal teams to meet and exceed expectations.Facilitate critical internal communications (CCIR) with leadership and executive teams.Manage customer escalations and provide technical guidance.Lead problem investigations and root cause analyses.Identify and recommend service improvements.Maintain awareness of customers’ business strategies and IT alignment.Establish effective communication and accountability within the team.Collaborate with learning and development to enhance team skills.Conduct regular team meetings and performance reviews.Mentor and coach team members for professional growth.Develop and maintain service documentation and standard operating procedures. Requirements:Exceptional communication skills in English and Spanish.Experience with MSP remote monitoring and management (RMM) and mobile device management (MDM) tools such as CW Automate, Intune, and JAMF.Relevant certifications in Microsoft, Cisco, or VMware.Minimum 5 years of leadership experience in an MSP environment.At least 3 years of engineering experience within MSP.Proficiency in IT service management (ITSM) workflows and incident management.Strong analytical and technical troubleshooting abilities.Ability to make critical decisions under pressure.Experience managing 24/7 operations.Leadership skills including interpersonal sensitivity, adaptability, and reasoning.Proven supervisory capabilities such as workforce planning and employee training.Willingness to participate in on-call management rotation.ITIL certification or willingness to obtain. Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.