Net at Work

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Technical Services Manager

Work from home

Remote role where the employee must remain based in a particular country.

United States only

From the listing details: Source listing states candidate location: "Remote (United States)"

Employer listed it yesterday · Added 3 weeks ago

Been open since 3 weeks ago, still being checked, but it has been live a while.

Salary

$110k to $135k per year

Location

United States only

Timezone

US East

Contract

Full-time

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Not mentioned in the advert
Where you can work from: Location eligibility not confirmed
Contract: Not mentioned in the advert
Experience asked for: Not mentioned in the advert
Pay: Compensation and Benefits

Remote flexibility

Work from home

This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "Remote (United States)"

What Nomaders makes of it

Residency required in United States
Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Questions worth asking: Nomaders interpretation

The advert does not say where you can be based. Ask which countries they can legally employ or contract you from.
The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com.

About this Position

he 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 exceed our customers’ expectations in each interaction, making us a valued extension of their staff.

This role also plays a key part in shaping our managed services culture. The position reinforces our commitment to a white‑glove client experience and ensures we differentiate ourselves from generic MSP providers through exceptional service delivery and customer care.

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

Operational Management

Experience overseeing IT support team across global regions .

Coordinate after-hours accountability for proper leadership and engineer coverage to ensure proper 24/7 operations.

Conduct baseline KPI reviews.

Ensure time logging is compliant with agreements, accurate, and timely.

Ensure team members are adhering to established practices: Including but not limited to ticket accountability, escalations, chat/phone skills, and acceptable client communications.

Provide exceptional frontline service via both email and phone support .

Maintain visibility into service desk performance and workload trends.

Accountability of personal and team availability.

SLA monitoring and tracking with all ticketing system queues to ensure SLA and SLO attainment.

Communicate with all parties in a constructive manner to guarantee customer expectations are met and exceeded.

Facilitate CCIR (commanders critical information report) communications internally with direct leadership, vCIO’s and Exec team if necessary.

Work in conjunction with Leadership on day-to-day activities.

Follow up with client when negative feedback is received in CSAT system .

Technical Management

Own customer escalations and support.

Understand overall service desk objectives, as well as the role and function of each team member.

Requirements

·Exceptional communication skills .
·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 .

Benefits

·Base salary range: $110,000 to $135,000.
·This position is also eligible for a bonus in accordance with the terms of the Company's plan.
·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

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at Net at Work, mentioning your remote working experience and working hours (US East).
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 22d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.