Technical Services Manager

The posting, as Netatwork wrote it

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.
• Contribute to the continuity of services by providing the

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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 November 4, 2026 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 to 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.