About this Position The 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 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 Responsibilities Operational Management - 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. - 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 Executive 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 Management - Own 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. - 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 Management - Establish 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. Documentation - Create, 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 Requirements - 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. Customer Requirements This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function. Core Competencies - Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes. - Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge. - Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment. - Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity. - Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude. - Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency. Compensation and Benefits Base salary range: $110,000 to $135,000. This position is also eligible for a bonus in accordance with the terms of the Company's plan. Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: - 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. The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. The Company expects to accept applications for this position until April 5, 2026 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions. EOE/Diversity & Inclusion Statement Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

• Support the primary TAM in monitoring the health and performance of Varicent solutions across a portfolio of VIP customers. • Assist in coaching users on foundational Varicent functionality, configuration concepts, and best-practice methodologies. • Participate in reviewing new features, fixes, and release notes to help assess potential impact on the customer’s environment. • Contribute to configuring Varicent solutions based on documented customer requirements, under guidance from the senior TAM. • Prepare and share monthly performance, utilization, and support-related metric summaries. • Analyze solution usage and data patterns to help identify potential issues or areas for optimization. • Assist in implementing proactive maintenance actions and solution improvements. • Collaborate with TAMs and Internal teams to troubleshoot errors, investigate defects, and support solution optimization efforts. • Identify opportunities for customer value realization and surface to the primary TAM for strategic review. • Contribute to customer conversations that frame Varicent products as targeted solutions to process challenges, enabling thoughtful upsell, cross-sell, and expansion motions. • Partner with the TAM team to support sustainable customer engagement, project outcomes, and product adoption. • Contribute to planning and estimating tasks within the Technical Success journey, ensuring alignment within available customer VIP entitlement. • Work with internal stakeholders to understand change management processes and assist in recommending improvements where appropriate. • Collaborate with TAMs to maintain reusable object repository.

We’re looking for a Technical Account Manager to plan, lead, and deliver ongoing technical consultation, guidance and optimization to our customers across our full Hootsuite and Talkwalker tech stack. As a senior member of our Professional Services team, you will act as a named technical consultant for your book of customers and deliver on the TAM hours purchased with a focus on driving product adoption, value, and renewal. You are technically-oriented with a desire to continuously uplevel your skills, creatively solve problems, and liaise with stakeholders across the business to develop solutions and services to solve customer pain points.In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work. This role is open to applicants located in New York, US and Toronto, Canada. In this role, you will report to the Senior Manager, Technical Account Management. WHAT YOU’LL DO: - Manage a book of customers and serve as their named technical consultant, providing ongoing expertise, guidance, and product value; manage delivery timelines, milestones, technical optimization goals, and facilitate business transformation strategies - Work closely with Professional Services colleagues to manage the complex integrations of high-value customers who subscribe to paid services - Act as a key member of the customer account team: champion the customer’s technical needs; advocate internally to resolve or enhance the customer’s product experience; and develop strong and trusted relationships with clients - Identify opportunities for account growth where applicable, and escalate to the account management team - Build monthly, quarterly or annual project plans for customers to ensure consumption of purchased TAM hours; produce monthly consumption reporting for your book of business; develop risk mitigation strategies against carry-over of unused deliverables - Have an advanced understanding our core Hootsuite platform, Talkwalker products, integrations and relevant APIs; continuously upskill on our product tech stack and emerging social media technologies (e.g. ChatBots, AI) to serve as internal subject matter expert - Act as a product knowledge hub and ensure effective customer knowledge and insights are shared across the organization (e.g. between Product, Engineering, Support, etc.) - Manage and build technical configuration deployment guides and maintenance documentation, and manage ongoing updates - Own, develop and lead technical enablement for the Professional Services team - Build and refine scalable TAM processes, frameworks, and services to drive efficiency and customer value; contribute to improvements and innovation to evolve the TAM service offering over time - Develop new multi-resource services offerings to drive incremental revenue for Hootsuite and additional value to customers, in partnership with Professional services leadership - As a senior member of the Professional Services team, serve as an expert and mentor providing guidance, and support contributing to the improving productivity of your peers - Perform other related duties as assigned WHAT YOU’LL NEED: - Extensive proven experience in advanced Enterprise project implementation, direct customer advocacy and engagement experience in post-sales or professional services functions within SaaS or equivalent combination of education and experience - Demonstrated ability to comprehend and translate complex business requirements into solutions that meet a customer’s goals and objectives; ability to explain complex technical issues to non-technical counterparts when necessary - You must be customer-obsessed with strong communication and analytical skills. Experience with enterprise-grade software integrations is a must - Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished - Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems - Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding - Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs - Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results - Self Development: is personally committed to, and actively works to continuously improve WHO YOU ARE: - Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community. - Curious. You are always learning and seeking ways to make things better. - Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity. - Humble. You lead with humility and empathy, respecting and learning from the perspectives of others. In all we do, our six guiding principles light the way: Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies Accommodations will be provided as requested by candidates taking part in all aspects of the selection process. #LI-Remote #LI-IA Use of AI in Hiring Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.

• Support customers through onboarding and implementation for assigned customers, following established discovery frameworks and implementation plans. • Monitor adoption and account health within your book, executing standard plays to drive engagement, and escalating risks appropriately. • Collaborate with customers to understand key workflows and configure ClickUp solutions using established best practices, templates, and guidance from senior TAMs. • Guide customers in adopting relevant features, including AI and automation, primarily by implementing standard patterns and documented workflows to improve efficiency and outcomes.