Head of Technical Services

Overview of the Role

The Head of Technical Services is a hands-on operational leader whos responsible for delivering MSP services across desktop, server, and M365 environments. The role is execution-heavy (80%+), focused on daily service delivery, technical escalations, tool optimization, and SLA compliance. It requires deep MSP experience and hands-on expertise across the core MSP technology stack, with a strong bias toward operational excellence over strategic planning.

Main duties include:

• Manage ITIL-aligned processes including incident, problem, change, and request management
• Act as the senior escalation point for major incidents and complex technical issues
• Ensure proactive monitoring, maintenance, and continual improvement across all services
• Own the full service lifecycle and ensure seamless coordination between technical functions
• Support Sales, Pre-Sales, and Account Management with technical insight and delivery readiness

• A graduate of in Computer Science, Engineering, or a related degree.
• ITIL Foundation certification required; ITIL Expert/Practitioner highly desirable
• Microsoft certifications (M365, Azure) required
• With at least 10 years in IT service delivery with significant MSP operational experience
• Minimum 5 years in hands-on technical leadership roles with direct operational responsibility
• Proven track record managing internal IT services at scale (800+ users)
• Extensive experience with MSP operations and service delivery in complex environments
• Must have "lived in the trenches" of day-to-day operations, not just managed from distance
• Experience implementing ITIL/ITSM processes in real operational environments
• Track record of measurably improving SLA performance and operational metrics
• Additional security certifications (Security+, CISSP) highly desirable

• 500K per incident HMO coverage + Dependents 

• Dental & Optical benefits  

• 2-week paid Christmas vacation 

• 25K Educational Assistance  

• Interest-free company loans 

• Career Development Programs 

• Child-friendly office 
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM 
• Others will be discussed during the Job Offer