Technical Services Manager (MSP)

Location: Remote (United States)

Base salary: $110,000–$135,000 per year, plus eligibility for a bonus.

Company

hirify.global is a technology advisor and solution provider delivering ERP, HCM, CRM, implementation, and managed services for small and mid-size businesses.

What you will do

• Manage the day-to-day operations, workload, availability, and performance of the service desk team.
• Coordinate leadership and engineer coverage for 24/7 operations, including after-hours accountability and management on-call rotation.
• Monitor KPIs, SLAs, SLOs, ticket queues, time logging, escalations, and customer satisfaction.
• Provide technical leadership for engineers, own customer escalations, and drive incident investigations and root-cause analysis.
• Partner with leadership and L&D to improve service delivery, training, customer relationships, and team development.
• Create and maintain documentation, standard operating procedures, and internal processes.

Requirements

• Fluent Spanish and English with exceptional communication skills.
• 5+ years of hands-on leadership experience in an MSP environment and 3+ years of MSP engineering experience.
• Experience with ITSM workflows, incident management, analytical troubleshooting, and fast-paced decision-making.
• Experience managing 24/7 operations and participating in a management on-call rotation.
• Familiarity with MSP RMM and MDM solutions such as CW Automate, Intune, and JAMF.
• Ability to support customer access approval requirements for customer information, systems, or premises.

Nice to have

• Microsoft, Cisco, or VMware certifications.
• ITIL certification or willingness to obtain it.

Culture & Benefits

• Remote work within the United States.
• Medical, dental, vision, disability, life, and supplemental insurance programs.
• 401(k) with company matching contribution, flexible spending accounts, and health savings account contribution.
• Paid time off starting at 15 days annually and eight paid holidays.
• Employee assistance, wellness, legal, identity theft protection, pet insurance, and transportation benefits.
• Inclusive workplace with a focus on respect, equitable treatment, and professional development.