Technical Services Manager - Managed Services

About Net At Work

Net at Work provides industry-leading technology solutions and services that enable our clients to unleash the power of their businesses. These solutions are customized to meet the demands of specific industries through the integration of best-of-breed applications. With expertise in finance, accounting, operations, workforce management, and customer experience, Net at Work serves as a trusted advisor, helping small- and mid-sized businesses keep pace with the competition, win new customers, improve profitability, and thrive in the digital economy.

Net at Work is over 400 employees strong and continuing to grow. Join our team of experienced professionals who share our core values and are problem solvers, promise keepers, collaborative integrators, inspiring coaches, and driven intrapreneurs.

About This Position

The Technical Services Manager is responsible for managing the day-to-day operations of the entire service desk team. As part of this responsibility, the Technical Services Manager will provide high-level technical guidance to the team and ensure our service and support exceeds our customer’s expectations in every interaction, making us a valued extension of their staff.

This role establishes and maintains best practices that ensure alignment with company standards. This role is also responsible for attaining maximum utilization of technical resources through situational awareness and service requests.

Job Responsibilities

• Accountability of personal and team availability.
• SLA monitoring and tracking with all ticketing system queues to ensure SLA and SLO attainment.
• Work in conjunction with Leadership on day-to-day activities
• Oversee dispatch process of service requests to ensure full utilization of technical resources.
• Communicate with all parties constructively to guarantee customer expectations are met and exceeded.
• Own Customer Escalations, Support, and Alerting.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Manage the development of the team by ensuring that daily tasks and activities are in line with team members' career objectives.
• Contribute to the continuity of services by providing the necessary technical leadership. Acting as an escalated resource for engineers as well as communicating escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Drive problem investigations and resolutions as required, and conduct root cause analysis with direct leadership.
• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Facilitate CCIR (commanders critical information report) communications internally with direct leadership, vCIO’s, and Exec team if necessary.
• Business Awareness: specific knowledge of the customer and how IT relates to their business strategy, workflows, and goals.
• Work with L&D team members to develop training programs to refine the skills of the service desk team.
• Facilitate regular service desk team meetings and service board reviews.
• Document internal processes and procedures related to duties and responsibilities.
• Other duties as required to deliver an excellent customer experience.
  
  

Job Requirements

• Familiarity with common MSP RMM and MDM solutions such as CW Automate, Intune, and JAMF
• Microsoft, Cisco, or VMware certifications
• 5+ years in a hands-on MSP leadership capacity
• 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
• Good supervisory skills including the ability to plan and organize the work of others, time management, and training employees in work processes and techniques.
• ITIL certified or willing to achieve.
  
  

Compensation And Benefits

Base salary range: $125,000 to $150,000. This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws. 

Benefits

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:

• 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.
  
  

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

The Company expects to accept applications for this position until August 13, 2024 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns with the positions.

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.