IT Support Manager

IT Support Manager

This position provides an opportunity to lead impactful projects, contribute to continuous improvement of our support services, and grow within a collaborative dynamic environment. As an IT Support Manager at Aldridge, you will ensure the success of our IT support operations while driving team development and client satisfaction.

The IT Support Manager in a Managed Service Provider (MSP) environment oversees day‑to‑day operations of the technical support team, ensuring delivery of high‑quality IT services to clients.

• Lead and manage a team of technical support specialists and support engineers, ensuring accountability, productivity, and a high‑performing team environment.
• Own day‑to‑day service delivery performance for the assigned team, including CSAT, SLA/SLO attainment, ticket quality, and resolution times.
• Monitor team performance metrics and take proactive steps to address gaps, ticket backlogs, and emerging client concerns.
• Serve as the first‑level escalation point for technical and client issues within the team, resolving issues before requiring Senior Service Manager involvement.
• Ensure team adherence to defined processes, communication standards, and service delivery expectations.
• Conduct regular one‑on‑ones, team meetings, and performance reviews to provide consistent feedback, coaching, and development.
• Partner with the Senior Service Manager to identify recurring issues, staffing needs, and opportunities for process improvement.
• Support hiring, onboarding, and development of team members.
• Maintain accurate and timely reporting on team performance and client satisfaction metrics.
• Coordinate client communication during incidents or outages, ensuring timely updates and swift resolution.