Technical Services Manager – CMMC Service Delivery

• 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.

Highest-signal resume keywords

• IT Service Delivery




• Technical Team Leadership




• CMMC Compliance




• Microsoft 365 Administration




• Identity and Access Management

Hard Skills

• Microsoft 365




• Google Workspace




• Entra ID




• Okta




• Intune




• MDM/RMM




• Networking




• Endpoint Security




• Vulnerability Management




• Cloud Security

Soft Skills

• Coaching




• Communication




• Process Management-notation>
  
• Operational Discipline




• Problem Solving

Certifications & Qualifications

• Microsoft Certifications




• Google Certifications




• Okta Certifications




• CMMC-related Certifications

Industry Keywords

• CMMC




• NIST SP 800-171




• DFARS




• Regulated Environments




• Department of Defense

Tools & Technologies

• SIEM




• MDR




• EDR




• SASE




• ConnectWise