Managed Services Support Specialist

Managed Services Support Specialist

Department:
Managed Services

Reports to:

IT Manager Project Lead

FLSA Status:
Non-exempt

The Managed Services Support Specialist provides front-line customer support, service coordination, and administrative support for an assigned Managed Services team. This position serves as the primary point of contact for incoming Managed Services support calls and plays a key role in ensuring service requests are properly documented, prioritized, routed, monitored, and followed through to completion.

• Serve as a primary point of contact for incoming Managed Services support requests; triage and maintain service tickets with accurate customer, technical, impact, urgency, and classification information; and provide timely customer status updates on receipt, assignment, scheduling, follow-up, and closure. Escalate technical explanations, significant incidents, and service commitments to appropriate technical or management personnel.
• Maintain active visibility of the team's service queue, including new, unassigned, aging, waiting, and SLA-risk tickets; route and assign requests based on priority, complexity, workload, skill requirements, and escalation procedures; and coordinate with technical personnel regarding availability and scheduling.
• Resolve basic technical support requests using established procedures, including password and account issues, MFA, Microsoft 365 applications, workstation and peripheral issues, printer support, VPN/connectivity troubleshooting, and standard software installations.
• Perform routine Microsoft 365, Entra , and Active Directory administrative tasks within established approval and security procedures, including user and group administration, licensing, permissions, and password resets; coordinate customer employee onboarding and offboarding by verifying authorized tasks, and routing remaining work to appropriate technical personnel.
• Support the administrative onboarding of new Managed Services customers and maintain accurate customer, contact, configuration, asset, service, licensing, warranty, subscription, and renewal records within the PSA and approved documentation platforms; proactively alert appropriate personnel of upcoming renewal, lifecycle, and expiration dates.
• Assist with procurement activities, including gathering product and pricing information, placing approved orders, tracking shipments, receiving equipment, coordinating deployment, and maintaining asset and inventory records.
• Perform administrative ticket-quality review, verifying customer information, classification, priority, status, assignment, agreement, documentation completeness, and closure readiness; flag tickets with missing engineer time entries or required documentation to the responsible engineer for correction without modifying technical personnel time entries.
• Monitor incoming RMM, system, and service alerts; resolve basic documented conditions or route to the appropriate technical resource; expedite cybersecurity alerts, suspicious activity, significant outages, and other high-risk conditions to the appropriate MSE I, MSE II, Senior MSE/Team Lead, or management resource based on severity and established procedures.
• Provide administrative support for technical projects, including customer coordination, equipment tracking, scheduling, and documentation; maintain accountability for established individual KPIs; complete all tasks with a high degree of accuracy in accordance with established approval, security, and documentation procedures; and maintain current knowledge through ongoing training on Managed Services processes, PSA platforms, Microsoft technologies, and customer service practices.
• Performs other duties as assigned by management. *

The duties and responsibilities outlined herein are intended to describe the general nature and level of work performed by employees in this position. This list is not exhaustive, and the employee may be required to perform other duties as assigned to meet the organization’s needs.

• Strong customer service, communication, organization, and administrative skills.
• Basic working knowledge of Windows operating systems, Microsoft 365 applications, user accounts, networking, printers, peripherals, and common business technology.
• Ability to learn and perform routine Microsoft 365, Entra , Active Directory, licensing, and account administration using established procedures.
• Ability to troubleshoot and…