Technical Services Manager

Role Overview

• Operational Management
• 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.
• 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 Executive 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.
• Technical Management
• 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.
• People Management
• 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.
• Documentation
• 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.

Requirements

• 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.

Tech Stack

• ITSM
• Jamf
• VMware

Benefits

• 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.