Technical Services Leader – Multi-Location IT Ops

Pinnacle IT; Little Rock (AR); On-site; USD 90,000 - 140,000; Full time

Job summary

Pinnacle IT in Little Rock, AR is seeking a Technical Services Manager to lead day-to-day operations of the Technical Services team across six locations. You will mentor staff, drive operational excellence, and ensure exceptional client service with a culture of ownership and continuous improvement.

The role requires hands-on leadership, strong IT infrastructure knowledge, and the ability to coordinate across field services, NOC, cloud, and cybersecurity projects while meeting budgets and

Qualifications

• 10+ years progressive IT experience, preferably in managed services.
• 3+ years leadership in an MSP or similar org.
• Strong knowledge of IT infrastructure, networking, cloud, and cybersecurity.
• Excellent communication and client relationship skills.
• Experience mentoring teams and driving process improvements.

Responsibilities

• Lead and mentor teams delivering managed services, including field services, helpdesk, NOC
• Oversee daily service operations, workload balancing, and resource allocation
• Coordinate technical escalations and ensure timely resolution
• Review ticket quality, documentation, time entry, adherence to standards
• Implement team goals, deliverables, and KPIs
• Partner with sales/account managers to scope technical solutions, proposals, and service
• Enforce service delivery standards, SLAs, escalation procedures
• Travel to all locations across the state to support onboardings, client meetings
• Plan staffing and strategic initiatives across locations

Skills

Leadership

IT infrastructure

Cloud services

Client relations

Process improvement

Tools

Microsoft 365

Azure

RMM/PSA

Virtualization

Networking

Backup solutions

Cybersecurity tools

Job description

Pinnacle IT in Little Rock, AR is seeking a Technical Services Manager to lead day-to-day operations of the Technical Services team across six locations. You will mentor staff, drive operational excellence, and ensure exceptional client service with a culture of ownership and continuous improvement.

The role requires hands-on leadership, strong IT infrastructure knowledge, and the ability to coordinate across field services, NOC, cloud, and cybersecurity projects while meeting budgets and