Technical Services Manager

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