Senior Technical Lead / Managed Services Leader

About Safebox:
Safebox is a boutique firm specializing in outsourced Global IT and Accounting Operations. We offer personalized, comprehensive support tailored specifically to each client's unique business needs, emphasizing excellence, accountability, and strategic value.

Position Overview:
The Senior Technical Lead / Managed Services Leader is a hands-on expert who provides daily technical support and guidance while leading a dedicated team serving one of Safebox’s key clients. We're looking for someone experienced in infrastructure, networking, and business application support (Tier 0 to Tier 1.5), ideally with experience at global consulting firms, managed service providers, or mid-to-large corporate IT teams. You'll coordinate a team of up to 8 people (2 onsite, 1 remote domestically, and up to 5 offshore in Latin America and/or South Asia), working onsite at the client’s office five days per week. Importantly, you'll take the lead personally on critical troubleshooting and high-priority, executive-level requests, ensuring top-quality, personalized service for VIP stakeholders.

Key Responsibilities:

• Provide direct, hands-on technical support for infrastructure, networking, and business applications.

• Lead daily technical operations, ensuring quality control and adherence to established support processes.

• Personally handle troubleshooting for critical issues and executive-level or VIP stakeholder requests.

• Mentor and guide team members, emphasizing skill development in troubleshooting and problem-solving.

• Conduct daily stand-ups and effectively manage the operational workflow to maintain high customer satisfaction.

• Regularly communicate with client stakeholders, delivering clear updates and proactive issue escalation.

• Monitor team performance against clear metrics such as customer satisfaction, resolution time, and escalation rates.

• Act as a trusted technical advisor and primary point of contact for the client’s IT leadership.

• Travel to Latin America at least once a year to engage directly with the offshore team.

Qualifications:

• 8-10 years of total IT experience, with at least 5 years of hands-on support across infrastructure, networking, and business applications.

• At least 3 years leading small-to-medium-sized technical teams, including offshore or geographically dispersed members.

• Proven experience directly managing critical troubleshooting involving senior executives.

• Strong interpersonal skills, clear communication, and ability to interact effectively with various stakeholders.

• Familiarity with IT service management tools and reporting methodologies.

• Spanish fluency is beneficial but not required.

Education & Background:

• Bachelor’s degree from an accredited university (preferably in Information Technology, Computer Science, MIS, or a related field preferred).

• Hands-on technical support experience in consulting, managed services, or corporate IT environments.

• Prior experience at well-recognized professional services or reputable managed service providers is a plus.

Compensation:

• Base Salary: $130K - $160K annually.

• Performance Bonus: 10% annual bonus; additional bonuses for business development/client referrals.

• Comprehensive benefits including healthcare, dental, vision, 401(k).

• Full coverage of international travel expenses.

Important Notes:

• Direct applicants only; no staffing agencies or Corp-to-Corp arrangements.

• Must be eligible to work in the U.S. without sponsorship.

• Safebox LLC is committed to diversity, equity, and inclusion.

• Failure to respond to supplemental questions may result in automatic rejection.