Frontline Technical Services Manager (MSP)

TL;DR

Frontline Technical Services Manager (MSP): Managing the day-to-day operations of the service desk team and providing high-level technical guidance with an accent on bilingual communication and white-glove client experience. Focus on optimizing KPI performance, overseeing 24/7 operations, and driving complex problem investigations.

Location: Remote (United States)

Salary: $110,000 – $135,000

Company

One of North America’s largest technology advisors and solution providers for small and mid-size businesses, specializing in ERP, HCM, and CRM integrations.

What you will do

• Oversee the day-to-day operations of the service desk team, including 24/7 coverage and after-hours accountability.
• Conduct baseline KPI reviews and ensure SLA/SLO attainment across all ticketing queues.
• Manage technical escalations and conduct root cause analysis for complex problem investigations.
• Mentor and coach team members through 1:1 meetings, performance reviews, and professional development plans.
• Create and maintain Standard Operating Procedures (SOPs) to ensure consistent service delivery.
• Facilitate critical communication (CCIR) between technical teams, vCIOs, and the executive team.

Requirements

• Bilingual fluency in Spanish and English is required
• Must be based in the United States
• 5+ years of leadership experience and 3+ years of engineering experience within an MSP environment.
• Experience with MSP RMM and MDM tools such as CW Automate, Intune, and JAMF.
• Possession of Microsoft, Cisco, or VMware certifications.
• Proven experience managing 24/7 operations and ITSM workflows.

Nice to have

• ITIL certification or willingness to obtain it.

Culture & Benefits

• Comprehensive health benefits including medical, dental, and vision insurance.
• Retirement planning with 401k matching contributions.
• Health Savings Accounts (HSA) with company contribution.
• Paid Time Off starting at 15 days annually plus 8 paid holidays.
• Additional perks: Life insurance, disability insurance, pet insurance, and legal benefits.
• Supportive environment focused on professional growth, mentoring, and coaching.