Technical Services Manager

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

We have an immediate opening for a Technical Services Manager position within our Little Rock location.

With our great working environment and staff, there is no doubt that there is opportunity for growth and

development on both a professional and personal level.

Pinnacle IT is a progressive, 30+ year-old professional technology services company serving small and

medium businesses with a focus on professional services such as law firms, municipalities, and

healthcare. We are headquartered in Little Rock, and our focus is to provide on-site and remote IT support

along with a full complement of technology services. Our ability to execute and get the job done right

the first time separates us from our competition.

The Technical Services Manager is responsible for leading the day-to-day operations of the Technical

Services team across 6 locations across the state. Developing people, driving operational excellence, and

ensuring exceptional client service is important to this role. This role provides coaching, accountability,

and strategic direction while fostering a culture of ownership and continuous improvement.

The Technical Services Manager is expected to leverage their technical background to guide decision-making, mentor team members, and remove obstacles; not to serve as the primary technical resource.

Success in this role is measured by the growth of the team, the quality of service delivered, and the

effectiveness of the organization's operational processes.

Primary Job Duties:

• Lead and mentor teams delivering managed services, including field services, helpdesk, NOC,
• cloud, network, cybersecurity, and infrastructure projects.
• Lead, coach, mentor, and develop members of Technical Services teams.
• Foster a culture of accountability, ownership, continuous improvement, and exceptional client service.
• Conduct regular one-on-one meetings and career development discussions.
• Oversee daily service operations, workload balancing, and resource allocation.
• Coordinate technical escalations and ensure timely, effective resolution by the appropriate technical resources.
• Review ticket quality, documentation, time entry, and adherence to established standards.
• Identify operational challenges and work with Leadership to implement process improvements that increase efficiency and consistency.
• Partner across teams to improve collaboration and service delivery.
• Communicate proactively with clients regarding escalations, service concerns, and ongoing initiatives including leadership when appropriate.
• Monitor team performance metrics and use data to drive continual improvement.
• Ensure policies, procedures, and best practices are consistently followed.
• Support leadership in planning, staffing, and strategic initiatives.
• Participate in leadership meetings, terminations, performance reviews, and operational planning.
• Implement team goals, deliverables, and KPIs.
• Foster a culture of accountability, knowledge sharing, and client focused service.
• Serve as a technical advisor in client meetings, client technology reviews (CTRs), and planning sessions.
• Partner with sales and account managers to scope technical solutions, proposals, and service
• Enforce service delivery standards, SLAs, escalation procedures, and quality assurance programs.
• Monitor service metrics (response time, ticket volume, resolution time, customer satisfaction) and drive continuous improvement.
• Mentor and upskill technical staff.
• Help ensure that all projects (e.g., migrations, incident response, compliance assessments) are delivered on time and on budget.
• Oversee the migration of legacy infrastructure to cloud-native or hybrid environments.
• Support and attend after-hours events as a company representative.
• Work within a budget.
• Empower team members to solve problems while providing guidance and support.
• Remove barriers that prevent the team from succeeding.
• Make decisions that balance client satisfaction, operational efficiency, and business objectives.
• Lead by example through professionalism, integrity, accountability, and effective communication.
• Promote collaboration, knowledge sharing, and continuous learning throughout the team.

Experience & Skills Required:

• 10+ years of progressive IT experience, preferably within a managed services environment.
• 10+ years of IT infrastructure experience, with 5+ years in cloud services and cybersecurity.
• 3+ years in a leadership within a managed services provider or similar organization.
• Previous leadership, supervisory, or mentoring experience preferred.
• Strong understanding of IT infrastructure, networking, cloud services, Microsoft 365, cybersecurity, and managed services operations.
• Exceptional communication, organizational, and client relationship skills.
• Demonstrated ability to lead teams, improve processes, and manage competing priorities.
• Proven ability to mentor technical professionals and develop future leaders.
• Hands‑on experience with Microsoft 365, Azure, RMM/PSA platforms, virtualization, networking, backup, and cybersecurity tools.
• Prior experience supporting multiple departments or locations is highly desirable.
• Excellent organizational, time management, and multitasking abilities.
• Strong written and verbal communication skills.
• Proficiency in Excel and inventory tracking systems; familiarity with service ticketing platforms is a plus.
• Ability to work independently and manage multiple priorities simultaneously.
• Professionalism, discretion, and sound judgment in leadership‑level interactions.
• Proven success meeting objectives.
• Ability to focus, manage time and work, and get tasks done quickly, efficiently, and completely
• Reliable, honest, and timely.
• Professional attitude and appearance.
• Track record of continual self‑improvement.
• High level of skill with Microsoft Office Suite.

Physical Requirements:

This position may require the ability to perform the following essential functions with or without reasonable accommodation:

• Occasionally lift and move equipment weighing up to 50 pounds.
• Frequently bend, kneel, crouch, and work in confined spaces, such as under desks, to perform installations, maintenance, and troubleshooting.
• Use of hands and fingers to handle cables, tools, and small components.
• Stand, walk, and move throughout client sites or office environments as needed.

Interpersonal and Communication Requirements:

• Communicate effectively with clients, team members, and supervisors in a courteous, professional, and respectful manner.
• Collaborate in a team environment, demonstrating active listening, empathy, and problem solving in both verbal and written interactions.
• Maintain a professional demeanor and appearance in various workplace settings, including high‑pressure or time‑sensitive situations.
• Demonstrate flexibility and adaptability when working with peers, clients, and vendors of diverse backgrounds, roles, and communication styles.
• Appropriately interpret and respond to verbal and nonverbal cues, ensuring productive dialogue and positive working relationships.

This position requires the ability to perform the following cognitive tasks with or without reasonable accommodation:

• Apply sound judgment and decision‑making in routine and non‑routine situations.
• Prioritize multiple tasks or projects while managing time effectively in a fast‑paced
• Analyze problems, troubleshoot issues, and develop logical solutions based on available information.
• Maintain attention to detail and accuracy while completing tasks, reports, or technical documentation.
• Retain and apply procedural or technical knowledge as it relates to the role’s responsibilities.
• Adapt to changes in priorities, procedures, and technologies; adjust quickly to changes of assignments.
• Able to identify when escalation is necessary and take appropriate action to involve higher‑level support or leadership.
• Demonstrates sound judgment in escalating complex or high‑impact issues while maintaining clear communication with team members and stakeholders.
• Work independently or as part of a team, demonstrating initiative and reliability.

Other Expectations:

• Position is On‑Site in our Little Rock, AR office.
• Must be logged into your workstation and ready to work by the beginning of your shift (e.g., 8:00 AM).
• Must possess and maintain a valid Arkansas driver’s license and present it upon request when
• performing job duties which require operating a vehicle.
• Travel is required to all 6 locations across the state, supporting onboardings, on‑site
• assessments, client meetings, audits, events, and project deployments. Travel is generally
• within the state and surrounding areas, based on business needs.
• Must have reliable transportation.

This job description describes the general nature and level of work being performed. It is not meant to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties may change or be assigned as needed to meet business requirements.

Pinnacle IT is an Equal Opportunity Employer and values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status

We are committed to providing a work environment that supports individuals of all backgrounds and abilities. If you require reasonable accommodation during the application or interview process, or to perform the essential functions of this position, please let us know.