Technical Services Manager

Job Summary

Managing the day-to-day operations of the service desk team, the full-time Technical Services Manager will provide high-level technical guidance, ensure exceptional service delivery, and maintain best practices in a remote environment.

Key Responsibilities

• Oversee IT support operations and ensure compliance with service level agreements (SLAs)
• Drive problem investigations, manage customer escalations, and lead the service desk team in performance improvement
• Create and maintain documentation and Standard Operating Procedures (SOPs) to support consistent service delivery

Required Qualifications

• 5+ years of hands-on leadership experience within an MSP environment
• 3+ years of engineering experience in an MSP capacity
• Exceptional communication skills and fluency in both Spanish and English
• Microsoft, Cisco, or VMware certifications
• ITIL certified or willing to obtain certification