Information Technology Support Manager

Base Pay Range

$90,000.00/yr - $/yr

• 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; escalat 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.

• 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 escalat 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.
• 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.

Mid‑Senior level

Full‑time

Information Technology

Staffing and Recruiting