Global IT Service Desk Lead

Net at Work, LLC; United States; Remote; USD 110,000 - 135,000; Full time

Job summary

Net at Work is seeking a Technical Services Manager to lead the service desk and guide the team in delivering white‑glove IT support worldwide.

You will oversee operations, drive service quality, and coordinate with vCIOs and executives to meet client expectations while maintaining robust incident management and documentation practices. Fluent Spanish and English are required, with 5+ years MSP leadership experience.

Qualifications

• 5+ years of hands‑on leadership experience within an MSP environment.
• 3+ years of engineering experience in an MSP capacity.
• ITSM Workflow & Incident Management experience.
• Excellent communication skills in Spanish and English.

Responsibilities

• Oversee global IT service desk operations and ensure 24/7 coverage.
• Lead KPI reviews, ticket accountability, and SLA/SLO attainment.
• Provide escalated technical leadership and communication to customers when needed.
• Drive root cause analysis and implement improvements across the service desk.
• Mentor and develop team through regular reviews and training programs.
• Maintain SOPs and ensure service delivery aligns with standards.

Skills

Leadership experience

MSP engineering

ITSM Incident Management

Spanish & English fluency

24x7 operations experience

Education

ITIL Certification

Tools

CW Automate

Intune

JAMF

Microsoft certifications

Cisco certifications

VMware certifications

Job description

Net at Work is seeking a Technical Services Manager to lead the service desk and guide the team in delivering white‑glove IT support worldwide.

You will oversee operations, drive service quality, and coordinate with vCIOs and executives to meet client expectations while maintaining robust incident management and documentation practices. Fluent Spanish and English are required, with 5+ years MSP leadership experience.