Frontline Technical Services Manager – Bilingual, Spanish/English

Posted 3hrs ago

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Manage Frontline Technical Services at Net at Work, ensuring exceptional service delivery and client satisfaction in a technology advisory firm.

Manage day-to-day operations of the entire service desk team.
Provide high-level technical guidance to the team.
Ensure service and support exceed customers’ expectations.
Coordinate after-hours accountability for proper leadership and engineer coverage.
Conduct baseline KPI reviews and ensure team members adhere to established practices.
Provide exceptional frontline service via both email and phone support.
Maintain visibility into service desk performance and workload trends.
Own customer escalations and support, acting as an escalated resource for engineers.
Identify areas of improvement and make suggestions for change.
Mentor and coach team members for professional development.

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.
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.

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