Technical Services Manager – CMMC Service Delivery

Jobtailor; Deutschland; Remote; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Jobtailor sucht eine leitende Person zur Übernahme der täglichen Performance und operativen Führung eines technischen Service-Pods. Sie coachen L1–L3-Teams, verantworten Ticket-Antwort, SLA-Erreichung und Kundenerlebnis.

Sie steuern Eskalationen, Koordination mit Security/Compliance-Teams und treiben kontinuierliche Verbesserungen in Security- und Compliance-Prozessen voran. Sie arbeiten eng mit Engineering, Security und Client Success zusammen, verbessern Service-Qualität, Skalierbarkeit und

Qualifikationen

• 5+ Jahre Erfahrung im IT-Service Delivery, Managed Services oder technischer Support.
• Führungserfahrung in MSP-Umgebungen oder ähnlichem schnelllebigem Service-Umfeld (2+ Jahre).
• Ausgeprägte Kenntnisse in Microsoft 365 und/oder Google Workspace sowie IAM-Plattformen wie Entra ID und Okta.
• Erfahrung mit Endpoint-Management (Intune, MDM/RMM) und Netzwerksicherheit.

Aufgaben

• Gesamtverantwortung für Betrieb, Ticket-Antwort, Lösungszeiten, SLA-Erreichung und Kundenerlebnis.
• Coaching, Führung und Entwicklung von L1–L3-Technik-Teams.
• Proaktives Risikomanagement durch Überwachung von Arbeitsbelastung, Kapazität und Eskalationen.
• Sicherstellung von Dokumentation, Änderungsmanagement und Eskalationsprozessen.

Kenntnisse

Coaching

Kommunikation

Process Management

Operational Discipline

Problem Solving

Tools

Microsoft 365

Google Workspace

Entra ID

Okta

Intune

MDM/RMM

Networking

Endpoint Security

Vulnerability Management

Cloud Security

Jobbeschreibung

• Lead the day-to-day performance and operations of a dedicated technical services pod


• Manage, coach, and develop L1, L2, and L3 technical resources


• Own pod performance across ticket response, resolution, SLA attainment, quality, client experience, and technical escalation management


• Monitor workload, capacity, ticket aging, escalations, and service trends and proactively address risks


• Serve as the senior technical escalation point for complex or high-impact client issues


• Maintain operational discipline around documentation, ticket quality, change management, and escalation procedures


• Partner with Client Success, Service Coordination, Engineering, Projects, Security, and Compliance teams


• Identify opportunities to improve service quality, efficiency, and scalability


• Lead technical service delivery for clients subject to CMMC and related NIST SP 800-171 requirements


• Ensure technicians follow client-specific security policies, procedures, access requirements, and approved workflows


• Reinforce proper handling of CUI and other sensitive information within approved systems and environments


• Ensure administrative access, privileged activities, remote support, and technical changes follow security controls and authorization processes


• Maintain documentation and ticketing practices that support compliance evidence and assessment requirements


• Partner with Security and Compliance stakeholders to remediate technical findings, control gaps, vulnerabilities, and corrective actions


• Support evidence collection and technical validation for CMMC readiness and assessments


• Identify and address or escape service delivery practices that could introduce compliance or security risk


• Provide technical leadership across Microsoft 365, Google Workspace, Entra ID, Okta, Intune, MDM/RMM, Windows, macOS, networking, endpoint security, and cloud infrastructure


• Troubleshoot and lead resolution of complex endpoint, identity, cloud, networking, and security issues


• Ensure identity, access, device, and security configurations align with client security standards and compliance requirements


• Provide leadership around MFA, SSO, conditional access, role-based access, least privilege, privileged access, and secure administration


• Partner with Engineering and Security on technical standards, automation, hardening, and continuous improvement


• Drive root cause analysis for recurring or significant incidents


• Reduce ticket volume and improve reliability through automation, standardization, and proactive remediation


• Ensure technical changes are documented, tested, approved, and executed


• Operate as a player-coach by leading the team, developing technical talent, holding technicians accountable, communicating with clients and leadership, and stepping into complex technical situations

Requirements

• 5+ years of experience in IT service delivery, managed services, systems administration, or technical support


• 2+ years of experience leading technical teams in an MSP or similarly fast-paced service environment


• Strong technical experience across Microsoft 365 and/or Google Workspace environments


• Hands-on experience with identity and access management platforms, such as Entra ID and Okta


• Experience with endpoint management platforms such as Intune and other MDM/RMM solutions across Windows and macOS environments


• Working knowledge of networking, endpoint security, EDR/MDR, vulnerability management, secure remote access, and cloud security technologies


• Experience supporting organizations operating under CMMC, NIST SP 800-171, DFARS, or comparable regulated security frameworks


• Strong understanding of least privilege, MFA, privileged access, endpoint security, vulnerability management, change control, and secure remote administration


• Demonstrated ability to lead technical escalations and communicate effectively with technical and non-technical stakeholders


• Strong documentation, process management, and operational discipline


• U.S.-based and able to meet client-specific personnel, access, or data-handling requirements associated with regulated environments


• Preferred: Experience supporting Department of Defense contractors or organizations handling CUI


• Preferred: Direct experience supporting CMMC Level 2 environments


• Preferred: Familiarity with Microsoft GCC/GCC High and/or Google Workspace environments used by regulated organizations


• Preferred: Experience with Entra ID, Okta, Intune, and other enterprise identity and endpoint management platforms


• Preferred: Experience preparing technical documentation or evidence for CMMC, NIST SP 800-171, or other security assessments


• Preferred: Experience with SIEM/MDR, EDR, SASE, vulnerability management, application control, and privileged access technologies


• Preferred: Microsoft, Google, Okta, security, networking, or CMMC-related certifications


• Preferred: Experience working with ConnectWise or similar PSA platforms and modern RMM tooling

Core Competencies

Demonstrates expertise in IT service delivery and technical leadership, with a strong focus on compliance with CMMC and NIST SP 800-171 requirements. Proficient in managing technical teams and enhancing service quality through effective documentation, process management, and operational discipline.

Highest-signal resume keywords

• IT Service Delivery


• Technical Team Leadership


• CMMC Compliance


• Microsoft 365 Administration


• Identity and Access Management

Hard Skills

• Microsoft 365


• Google Workspace


• Entra ID


• Okta


• Intune


• MDM/RMM


• Networking


• Endpoint Security


• Vulnerability Management


• Cloud Security

Soft Skills

• Coaching


• Communication


• Process Management-notation>
  
• Operational Discipline


• Problem Solving

Certifications & Qualifications

• Microsoft Certifications


• Google Certifications


• Okta Certifications


• CMMC-related Certifications

Industry Keywords

• CMMC


• NIST SP 800-171


• DFARS


• Regulated Environments


• Department of Defense

Tools & Technologies

• SIEM


• MDR


• EDR


• SASE


• ConnectWise