Bilingual Technical Services Manager

Job Summary

Managing the day-to-day operations of the service desk team, the full-time Bilingual Technical Services Manager will provide high-level technical guidance, ensure exceptional client support in both Spanish and English, and shape the managed services culture remotely.

Key responsibilities

• Oversee IT support operations, ensuring compliance with service level agreements and effective communication with clients
• Drive technical leadership by managing customer escalations and conducting root cause analysis for service issues
• Develop and mentor team members, facilitating training programs and performance reviews to enhance service desk capabilities

Required qualifications

• Bilingual fluency in Spanish and English
• 5+ years of leadership experience in a managed service provider (MSP) environment
• 3+ years of engineering experience within an MSP capacity
• Familiarity with MSP RMM and MDM solutions, along with relevant certifications (Microsoft, Cisco, VMware)
• ITIL certification or willingness to obtain