Frontline Technical Services Manager - Bilingual (Spanish/English)

About Net at WorkFounded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. About this PositionThe Frontline Technical Services Manager is responsible for managing the day-to-day operations of the entire service desk team. As part of this responsibility, the Technical Services Manager will provide high-level technical guidance to the team and ensure our service and support exceed our customers’ expectations in each interaction, making us a valued extension of their staff. This role requires bilingual fluency (Spanish/English) to support client communication and escalations.This role also plays a key part in shaping our managed services culture. The position reinforces our commitment to a white‑glove client experience and ensures we differentiate ourselves from generic MSP providers through exceptional service delivery and customer care.This role establishes and maintains best practices that ensure alignment with company standards. This role is also responsible for attaining maximum utilization of technical resources through situational awareness and service requests.Job ResponsibilitiesOperational ManagementExperience overseeing IT support team across global regions.Coordinate after-hours accountability for proper leadership and engineer coverage to ensure proper 24/7 operations.Conduct baseline KPI reviews.Ensure time logging is compliant with agreements, accurate, and timely.Ensure team members are adhering to established practices: Including but not limited to ticket accountability, escalations, chat/phone skills, and acceptable client communications.Provide exceptional frontline service via both email and phone support.Maintain visibility into service desk performance and workload trends.Accountability of personal and team availability.SLA monitoring and tracking with all ticketing system queues to ensure SLA and SLO attainment.Communicate with all parties in a constructive manner to guarantee customer expectations are met and exceeded.Facilitate CCIR (commanders critical information report) communications internally with direct leadership, vCIO’s and Exec team if necessary.Work in conjunction with Leadership on day-to-day activities.Follow up with client when negative feedback is received in CSAT system.Technical ManagementOwn customer escalations and support.Understand overall service desk objectives, as well as the role and function of each team member.Contribute to the continuity of services by providing the necessary technical leadership. [BK3] Acting as an escalated resource for engineers as well as communicating escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.Drive problem investigations and resolutions as required, conduct root cause analysis with direct leadership.Identify areas of improvement and make constructive suggestions for change.Continually seek opportunities to increase customer satisfaction and deepen customer relationships.Business Awareness: specific knowledge of the customer and how IT relates to their business strategy, workflows, and goals.People ManagementEstablish a baseline of positive and effective communication with your team, direct leadership, and engineers.Enforce positive accountability, responsibility, ownership, and a clear sense of direction for all team members.Work with L&D team members to develop training programs to refine the skills of the service desk team.Facilitate regular service desk team meetings and service board reviews.Manage the development of the team by ensuring that daily tasks and activities are in line with team members' career objectives.Perform performance reviews and support employees with actionable feedback and development plans.Conduct regular 1:1 meetings to provide guidance, address concerns, and support performance improvement.Mentor and coach team members to support their ongoing growth and professional development.DocumentationCreate, refine, and maintain documentation and Standard Operating Procedures (SOPs) to support consistent, high‑quality service delivery.Ensure Engineers are familiar with and adhere to our Standard Operating Procedures (SOP).Document internal processes and procedures related to duties and responsibilities.Job RequirementsExceptional communication skills and fluency in Spanish and English.Familiarity with common MSP RMM and MDM solutions such as CW Automate, Intune, and JAMF.Mi