Technical Service Manager

Infinity Consulting Solutions
Houston, TX
20 Mar 2025

Vacancy expired!

TITLE: Technical Service Manager

Location: Houston, Texas

Compensation Range : $70-95K

Description: We are looking for a team first, client centric Technical Service Manager to join a dynamic team. Our client is an MSP Industry leader and Microsoft Gold Partner, we solve the IT problems of today with an eye on the technology needs of tomorrow. They provide IT services to small and medium-sized businesses in the Houston area. Committed to developing long-term, professional relationships with our clients, while providing exceptional customer service. Our diverse, dedicated staff partners with clients to create solutions and empowers them to achieve business objectives.
  • Excellent benefits - health insurance, dental, vision, vacation, and 401k
  • Competitive compensation, commensurate with experience
  • Paid technical learning time and reimbursement for certification achievements
  • 20-30% work from home/option for hybrid schedule post six month review
We are seeking a Technical Services Manager to join our IT Consulting team. The Technical Service Manager will be responsible for overseeing the delivery of technical services to our clients and ensuring that they receive high-quality, efficient, and effective support. The ideal candidate will have extensive experience in technical service delivery management within the MSP space including experience in managing a technical team, and a proven track record of providing exceptional service delivery to clients. In this role, you will:
  • Manage service delivery to clients, ensuring that service level agreements (SLAs) are met or exceeded.
Lead, manage, and hold supervised staff accountable.
  • Monitor and report on the team's performance, ensuring that service levels are met or exceeded.
  • Review daily time entries and ensure that all support tickets are resolved within agreed timeframes and to the client's satisfaction.
  • Develop and implement processes and procedures to improve service delivery efficiency and effectiveness.
  • Develop and maintain strong relationships with clients, acting as the primary point of contact for technical issues and escalations.
  • Work with the sales team to understand client needs and provide technical input to proposals and client presentations.
  • Collaborate with other departments to ensure that clients receive the best possible service and that all technical issues are resolved in a timely and efficient manner.
  • Provide regular reporting on service delivery metrics, escalated technical issues, and key areas for improvement to senior management.
Qualifications:
  • Bachelor's degree in computer science or management is preferred.
  • Minimum of 3 years' of experience in technical service delivery management within the MSP space.
  • Proven track record of delivering exceptional customer service.
  • Experience with Service Desk ticketing systems. Preferred experience with ConnectWise
  • Excellent interpersonal and communication skills, with the ability to communicate technical information to non-technical stakeholders.
  • Strong project management and organizational skills, with the ability to manage multiple priorities and deadlines.
  • Deep technical knowledge of IT infrastructure, including network, server, and cloud technologies.
  • Ability to work in a fast-paced, dynamic environment with changing priorities and tight deadlines.
  • ITIL certification is a plus.

About Infinity Consulting Solutions

At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.

ICS is an Equal Opportunity Employer.

W2 employees of ICS are offered comprehensive benefits including health, dental and vision.
  • ID: #49506642
  • State: Texas Houston 77001 Houston USA
  • City: Houston
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2023-03-20
  • Deadline: 2023-05-18
  • Category: Accounting/finance