Global IT Service Desk Manager – 24/7 Leadership

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

Benefits offered by this job

Health benefits

401k with match

Paid time off

Job summary

Net at Work seeks a Technical Services Manager to lead the global service desk, providing high-level guidance and ensuring outstanding client support. The role reinforces our white‑glove service culture and aligns operations with company standards, maximizing utilization of technical resources.

You will own escalations, drive root-cause analysis, and coordinate with leadership, vCIOs, and the executive team. Strong MSP leadership and ITIL awareness are essential.

Qualifications

• Fluency in English and Spanish is required.
• Experience leading IT service desks, preferably in MSP enviroments.
• Certifications from Microsoft, Cisco or VMware are preferred.
• Hands-on leadership with a focus on customer success and KPIs.
• Familiarity with MSP RMM/MDM tools and ITSM processes.

Responsibilities

• Oversee IT support teams across global regions and 24x7 coverage.
• Drive KPI reviews, SLA/SLO attainment, and ticket accountability.
• Provide technical leadership and escalate issues to customers.
• mentor and coach staff, develop training programs with L&D.
• Maintain SOPs, standardize processes, and improve service delivery.

Skills

Spanish & English fluency

Leadership experience in MSP

MSP RMM/MDM tools

ITSM & incident management

24x7 operations management

Analytical troubleshooting

On-call rotation participation

Decision making under pressure

Education

Microsoft, Cisco, or VMware certifications

Tools

CW Automate

Intune

JAMF

Job description

Net at Work seeks a Technical Services Manager to lead the global service desk, providing high-level guidance and ensuring outstanding client support. The role reinforces our white‑glove service culture and aligns operations with company standards, maximizing utilization of technical resources.

You will own escalations, drive root-cause analysis, and coordinate with leadership, vCIOs, and the executive team. Strong MSP leadership and ITIL awareness are essential.