Information Technology Support Manager

IT Support Manager | $100k | Hybrid

We’re looking for a strong people leader who thrives on building and supporting high-performing teams. In this role, you’ll oversee a team of technicians with varying skillsets, ensuring they have the guidance, resources, and support needed to succeed. This role blends leadership, operational oversight, and strategic support to keep the team aligned and performing at a high level.

What You’ll Do:

• Lead and mentor technicians within a designated team by promoting teamwork, accountability, and strong communication; serve as the primary point of contact and delegate tasks as needed.
• Ensure the team is properly staffed and resourced by managing coverage for PTO/OOO, volume spikes, queue calls, and on-call schedules, while coordinating with other team leaders.
• Train and develop technicians through ongoing coaching and structured training across tools, processes, ticket reviews, queue call management, and ticket-handling best practices.
• Monitor day-to-day operational and performance metrics for the team, including ticket volume, response and resolution times, escalations, customer satisfaction, SLAs, and call volumes; identify trends or risks impacting service quality.
• Document feedback, challenges, and action items from weekly leadership meetings; escalate critical or out-of-scope issues and unhealthy trends to senior service leadership.
• Ensure technicians adhere to company policies, maintain accurate timesheets, and follow established processes; identify process gaps and collaborate with leadership on improvements.
• Keep service leadership informed of recurring issues, staffing or resource concerns, and any major changes impacting the service team.

What You Bring:

• 3 years of experience in a Managed Service Provider (MSP) or high-volume IT support environment.
• Prior people-management or team-lead experience, with the ability to mentor, delegate, and hold others accountable.
• Strong technical background across Windows Server environments, Microsoft 365, Azure infrastructure and virtual networking, and core networking fundamentals.
• Experience working with PSA/ticketing systems in a service-driven environment.
• Clear and confident communicator with the ability to work cross-functionally and escalate issues appropriately.
• Strong problem-solving and decision-making skills in fast-paced, client-facing environments.
• Highly organized with strong documentation habits and attention to detail.

Perks & Benefits:

• Medical, Dental, and employer-provided life insurance.
• Employer-provided long-term disability insurance.
• FSA and HSA options
• Retirement plan with employer match.
• Generous PTO
• Dedicated mental health days.
• Sign-on bonus.
• Paid certification and professional development assistance.