Technical Services Manager – CMMC Service Delivery

JobtailorWorkFromHome

Stellenbeschreibung:

Lead the day-to-day performance and operations of a dedicated technical services pod

Manage, coach, and develop L1, L2, and L3 technical resources

Own pod performance across ticket response, resolution, SLA attainment, quality, client experience, and technical escalation management

Monitor workload, capacity, ticket aging, escalations, and service trends and proactively address risks

Serve as the senior technical escalation point for complex or high-impact client issues

Maintain operational discipline around documentation, ticket quality, change management, and escalation procedures

Partner with Client Success, Service Coordination, Engineering, Projects, Security, and Compliance teams

Identify opportunities to improve service quality, efficiency, and scalability

Lead technical service delivery for clients subject to CMMC and related NIST SP 800-171 requirements

Ensure technicians follow client-specific security policies, procedures, access requirements, and approved workflows

Reinforce proper handling of CUI and other sensitive information within approved systems and environments

Ensure administrative access, privileged activities, remote support, and technical changes follow security controls and authorization processes

Maintain documentation and ticketing practices that support compliance evidence and assessment requirements

Partner with Security and Compliance stakeholders to remediate technical findings, control gaps, vulnerabilities, and corrective actions

Support evidence collection and technical validation for CMMC readiness and assessments

Identify and address or escape service delivery practices that could introduce compliance or security risk

Provide technical leadership across Microsoft 365, Google Workspace, Entra ID, Okta, Intune, MDM/RMM, Windows, macOS, networking, endpoint security, and cloud infrastructure

Troubleshoot and lead resolution of complex endpoint, identity, cloud, networking, and security issues

Ensure identity, access, device, and security configurations align with client security standards and compliance requirements

Provide leadership around MFA, SSO, conditional access, role-based access, least privilege, privileged access, and secure administration

Partner with Engineering and Security on technical standards, automation, hardening, and continuous improvement

Drive root cause analysis for recurring or significant incidents

Reduce ticket volume and improve reliability through automation, standardization, and proactive remediation

Ensure technical changes are documented, tested, approved, and executed

Operate as a player-coach by leading the team, developing technical talent, holding technicians accountable, communicating with clients and leadership, and stepping into complex technical situations

Requirements

5+ years of experience in IT service delivery, managed services, systems administration, or technical support

2+ years of experience leading technical teams in an MSP or similarly fast-paced service environment

Strong technical experience across Microsoft 365 and/or Google Workspace environments

Hands-on experience with identity and access management platforms, such as Entra ID and Okta

Experience with endpoint management platforms such as Intune and other MDM/RMM solutions across Windows and macOS environments

Working knowledge of networking, endpoint security, EDR/MDR, vulnerability management, secure remote access, and cloud security technologies

Experience supporting organizations operating under CMMC, NIST SP 800-171, DFARS, or comparable regulated security frameworks

Strong understanding of least privilege, MFA, privileged access, endpoint security, vulnerability management, change control, and secure remote administration

Demonstrated ability to lead technical escalations and communicate effectively with technical and non-technical stakeholders

Strong documentation, process management, and operational discipline

U.S.-based and able to meet client-specific personnel, access, or data-handling requirements associated with regulated environments

Preferred: Experience supporting Department of Defense contractors or organizations handling CUI

Preferred: Direct experience supporting CMMC Level 2 environments

Preferred: Familiarity with Microsoft GCC/GCC High and/or Google Workspace environments used by regulated organizations

Preferred: Experience with Entra ID, Okta, Intune, and other enterprise identity and endpoint management platforms

Preferred: Experience preparing technical documentation or evidence for CMMC, NIST SP 800-171, or other security assessments

Preferred: Experience with SIEM/MDR, EDR, SASE, vulnerability management, application control, and privileged access technologies

Preferred: Microsoft, Google, Okta, security, networking, or CMMC-related certifications

Preferred: Experience working with ConnectWise or similar PSA platforms and modern RMM tooling

Core Competencies

Demonstrates expertise in IT service delivery and technical leadership, with a strong focus on compliance with CMMC and NIST SP 800-171 requirements. Proficient in managing technical teams and enhancing service quality through effective documentation, process management, and operational discipline.