Support Services Manager

Full-Time | In-Office – Missoula| Monday–Friday, 8am–5pm (flexibility required)

Base Salary Variable (TAE): $75,000–$85,000 DOE

Benefits: Health, Dental, Vision, 401(k), Paid Time Off, Professional Development Opportunities, Cell phone reimbursement, Paid parking, Team bonding events

Reports To: CIO & VP of IT Services

Department: Support Services

Position Summary

The Support Services Manager maintains the operational engine of our service delivery; driving consistency, responsiveness, accuracy, and predictable outcomes that keep clients productive and satisfied.

As both a leader and senior technical resource, you will mentor Support Technicians, guide department priorities, and serve as an escalation point for complex technical issues. You will lead performance standards, shape processes, enforce documentation and service expectations, and ensure excellence across all tickets, incidents, and escalation activities.

You will collaborate closely with Central Services, Business Services, Professional Services, and Security Services to reduce variables, mitigate risk, and sustain a secure, stable client experience. Success in this role requires expert-level knowledge of Support operations, strong leadership, excellent communication, and the ability to manage both remote and in-office resources with calm, disciplined execution.

The Role

This is a hands-on leadership role responsible for stabilizing operations, developing people, and elevating the day-to-day support experience for clients. You will drive clarity, remove roadblocks, and maintain rigorous service reliability while fostering an accountable and high-performing Support team. You will ensure continuity of service delivery, uphold standards, and champion the mission of creating world-class IT relationships.

What You'll Do

• Lead, mentor, and develop Support Technicians across onsite and remote environments.
• Maintain a culture of ownership, clarity, accountability, and superior service delivery.
• Ensure consistent ticket flow, prioritization, and escalation handling.
• Serve as senior technical escalation point for complex issues.
• Monitor metrics and operational dashboards; use data to adjust workload and processes.
• Enforce response, resolution, and documentation standards to maintain client experience consistency.
• Identify recurring issues and lead cross-department improvement initiatives.
• Manage staffing, workload, scheduling, and daily operational performance.
• Recruit, onboard, and train Support team members.
• Communicate departmental progress to leadership and key collaborators.
• Lead meetings that drive accountability, clarity, and measurable outcomes.
• Partner with Central, Professional, Business, and Security Services to ensure predictable, secure service delivery.
  
  

What We're Looking For

• Proven ability to lead high-performing technical teams with confidence and clarity.
• Strong communicator capable of building trust with clients, staff, and leadership.
• Knowledge of and experience with support operations, ticketing systems, and MSP workflows.
• Calm, dependable presence during escalations and pressure-driven situations.
• Highly organized, detail-focused, adaptable, and self-motivated.
• Adept at using data to monitor performance, adjust processes, and improve outcomes.
• Skilled in identifying root causes and driving cross-team operational improvements.
• Committed to delivering predictable, secure, and timely IT services.
  
  

Position Roles And Responsibilities

• Build a reliable, accountable, and engaged team aligned with performance standards and service goals.
• Create clarity of roles, goals, and expectations for team members.
• Foster strong internal relationships to produce outcomes across departments.
• Provide guidance on technical escalations and ensure issues are resolved effectively.
• Maintain stability in ticket queues by meeting daily response, resolution, and communication goals.
• Ensure consistent use of tools, documentation practices, and support workflows.
• Monitor KPIs such as utilization, backlog health, ticket volume, time per ticket, and resource capacity.
• Communicate progress, challenges, and improvements to management and leadership.
  
  

Resource Profile

Skills & Abilities

• Leadership and team development across remote and in-office environments.
• High emotional intelligence and the ability to maintain composure under pressure.
• Strong analytical and problem-solving skills
• Strong organizational skills with the ability to manage competing priorities.
• Excellent written and verbal communication.
• Technical depth sufficient to handle escalations and guide staff.
  
  

Education & Certifications

• AAS/AS/BS in Information Technology, or equivalent IT certifications.
• Leadership or management training preferred.
  
  

Experience

• 6–10 years in technical support, with 3–5 years in a leadership role.
• MSP/managed services experience is strongly preferred.
• Strong experience with PSA systems, scheduling tools, and troubleshooting platforms.