Frontline Technical Services Manager
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Job Description
Frontline Technical Services Manager overseeing service desk operations and ensuring exceptional service delivery for Net at Work. Leading a team in a 24/7 MSP environment to enhance client experience.
Responsibilities:
- Managing the day-to-day operations of the entire service desk team.
- Providing high-level technical guidance and ensuring exceptional service and support.
- Establishing best practices and maintaining alignment with company standards.
- Overseeing IT support team across global regions and ensuring 24/7 operations.
- Conducting baseline KPI reviews and ensuring compliance with time logging agreements.
- Providing exceptional frontline service via email and phone support.
- Maintaining visibility into service desk performance and workload trends.
- Driving problem investigations, conducting root cause analysis, and facilitating client communications.
- Leading development and training programs for team members, conducting performance reviews, and mentoring staff.
Requirements:
- 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.
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.
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