Managing the day-to-day operations of the entire service desk team.
Providing high-level technical guidance and ensuring exceptional service and support.
Establishing best practices and maintaining alignment with company standards.
Overseeing IT support team across global regions and ensuring 24/7 operations.
Conducting baseline KPI reviews and ensuring compliance with time logging agreements.
Providing exceptional frontline service via email and phone support.
Maintaining visibility into service desk performance and workload trends.
Driving problem investigations, conducting root cause analysis, and facilitating client communications.
Leading development and training programs for team members, conducting performance reviews, and mentoring staff.

Requirements

Exceptional communication skills and fluency in Spanish and English.
Familiarity with common MSP RMM and MDM solutions such as CW Automate, Intune, and JAMF.
Microsoft, Cisco, or VMware certifications.
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.
Strong analytical, diagnostic, and technical troubleshooting skills.
The ability to make important decisions in a fast-paced environment.
Prior experience managing 24x7 operations.
Strong leadership qualities such as interpersonal sensitivity, adaptability, flexibility, and reasoning skills.
Proven supervisory skills include workforce planning, task organization, time management, and employee training.
Ability to participate in a management on‑call rotation.
ITIL certified or willing to obtain.

Benefits

Health and Welfare (Medical, Dental, Vision)
Accident, Critical Illness, and Hospital Indemnity
Employee Assistance Program (EAP)
Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts
Transportation and Parking Accounts
Health Savings Accounts (with company contribution)
Retirement Planning (401k with matching contribution)
Legal Benefits
Identity Theft Protection
Pet Insurance
Wellness Program Offerings
Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
8 Paid Holidays per year, including 1 floating holiday.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITSM WorkflowIncident Managementtechnical troubleshootingroot cause analysisKPI reviewsperformance reviewsemployee trainingMSP engineering24/7 operations managementproblem investigations

Soft Skills

communication skillsinterpersonal sensitivityadaptabilityflexibilityreasoning skillsanalytical skillsdiagnostic skillsdecision-makingtask organizationtime management

Certifications

Microsoft certificationCisco certificationVMware certificationITIL certification