Technical Services Manager

Paladin Consulting; Fairfax (VA); On-site; USD 110,000 - 160,000; Full time

Job summary

Paladin Consulting seeks a Technical Services Manager-MSP to lead the CAM team and align technology with client business goals in a fast-paced MSP environment.

The role emphasizes strategic planning, service delivery, and executive-level communication, with MSP experience preferred for guiding complex engagements.

Qualifications

• Minimum of 10 years of experience as a Systems Technician, Systems Engineer, Technical Consultant, or similar technical role
• Minimum of 2 years of experience managing technical personnel
• Previous Managed Services Provider (MSP) experience strongly preferred
• Experience leading strategic technology discussions with executives and business owners preferred

Responsibilities

• Lead, mentor, and manage the CAM team, including workload balancing, coaching, professional development, and performance management
• Monitor team utilization, client satisfaction, staffing needs, and service delivery metrics while providing regular reporting to the VP of Technical Services
• Develop and maintain executive level client relationships through strategic planning sessions, business reviews, and ongoing communication
• Serve as the primary escalation point for complex client concerns, service delivery challenges, and account management issues
• Assist CAMs in creating technology roadmaps, budgeting recommendations, lifecycle planning strategies, and long-term technology initiatives
• Collaborate with Helpdesk, Field Services, Projects, Security, and Sales teams to ensure seamless client experience
• Provide technical leadership and guidance regarding networking, firewalls, cloud solutions, infrastructure, cybersecurity, and business continuity planning
• Drive client retention, technology standardization, service improvement initiatives, and business growth opportunities
• Monitor stale tickets, red arrow tickets, client health metrics, and team performance to ensure organizational goals are achieved
• Participate in ongoing leadership, technical, and professional development activities

Skills

Leadership

Client relationships

Strategic thinking

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

PSA tools

RMM tools

Wireshark

VPN technologies (Cisco, SonicWall, OpenVPN, IPsec)

Microsoft 365

Exchange

SQL

Job description

Job Title: Technical Services Manager-MSP

Duration: Direct Hire

Education/Experience Required: Preferred - Bachelor's degree in Computer Science, Information Technology, Business Technology, or a related field, or equivalent work experience

Who are YOU?

You are an experienced IT leader with a strong blend of technical expertise, strategic thinking, and client relationship management skills. You have a proven track record of leading technical teams, developing client relationships, and delivering technology solutions that align with business goals. You are comfortable working with executives, business owners, managers, and end users, and you can translate complex technical concepts into practical business recommendations.

You are passionate about helping clients maximize the value of their technology investments through strategic planning, lifecycle management, cybersecurity best practices, cloud adoption, and operational excellence. You thrive in a fast-paced environment where balancing team leadership, client satisfaction, service delivery, and business growth is critical.

You are a mentor and coach who enjoys developing others, holding team members accountable, and fostering a culture of continuous improvement. You proactively address challenges, drive client retention, and maintain a relentless focus on delivering exceptional service.

What does your day/week look like?

• Lead, mentor, and manage the Client Account Manager (CAM) team, including workload balancing, coaching, professional development, and performance management
• Monitor team utilization, client satisfaction, staffing needs, and service delivery metrics while providing regular reporting to the VP of Technical Services
• Develop and maintain executive level client relationships through strategic planning sessions, business reviews, and ongoing communication
• Serve as the primary escalation point for complex client concerns, service delivery challenges, and account management issues
• Assist CAMs in creating technology roadmaps, budgeting recommendations, lifecycle planning strategies, and long-term technology initiatives
• Collaborate with Helpdesk, Field Services, Projects, Security, and Sales teams to ensure seamless client experience
• Provide technical leadership and guidance regarding networking, firewalls, cloud solutions, infrastructure, cybersecurity, and business continuity planning
• Drive client retention, technology standardization, service improvement initiatives, and business growth opportunities
• Monitor stale tickets, red arrow tickets, client health metrics, and team performance to ensure organizational goals are achieved
• Participate in ongoing leadership, technical, and professional development activities

Qualifications

What do you need for this amazing opportunity?

Education

• Preferred - Bachelor's degree in Computer Science, Information Technology, Business Technology, or a related field, or equivalent work experience

Experience

• Minimum of 10 years of experience as a Systems Technician, Systems Engineer, Technical Consultant, or similar technical role
• Minimum of 2 years of experience managing technical personnel
• Previous Managed Services Provider (MSP) experience strongly preferred
• Experience leading strategic technology discussions with executives and business owners preferred

Technical Skills

• Advanced knowledge of Microsoft Windows desktop and server operating systems
• Advanced knowledge of Microsoft 365, Exchange, SQL, and core Microsoft infrastructure platforms
• Strong understanding of LAN, WAN, routing, switching, wireless networking, and internet connectivity
• Experience in designing and supporting cloud-based solutions and services
• Advanced knowledge of cybersecurity technologies, including firewalls, endpoint protection, anti-spam, and related security solutions
• Experience with VPN technologies including Cisco, SonicWall, OpenVPN, and IPSEC
• Strong knowledge of backup, disaster recovery, and business continuity solutions
• Experience utilizing PSA, RMM, and service management tools
• Ability to analyze and troubleshoot network traffic using tools such as Wireshark
• Ability to align technology recommendations with client business objectives and operational goals

Other Skills & Abilities

• Strong leadership and team development skills
• Exceptional customer service and relationship management abilities
• Excellent written, verbal, and presentation skills
• Proven analytical and problem-solving abilities
• Strong organizational and time management skills
• Ability to effectively prioritize competing demands in a fast-paced environment
• Self-motivated with strong attention to detail
• Ability to work independently and collaboratively