Job SummaryThe Manager of IT Service Support is a people leader responsible for overseeing the delivery of IT services and support across multiple Managed Service Provider (MSP) clients. This role requires a strategic thinker with a strong technical background, excellent leadership capabilities, and a focus on delivering high-quality service, operational excellence, and customer satisfaction.
This individual will lead a team of Support Engineers, ensuring service level agreements (SLAs) are consistently met, tickets are effectively triaged and resolved, and customer expectations are properly managed. The Manager will drive efficiency, accountability, and continuous improvement across service desk operations.
Role Description- Oversee day-to-day IT service support operations, ensuring high-quality service delivery, effective queue management, and SLA adherence
- Manage ticket lifecycle processes including intake, triage, prioritization, routing, backlog control, and workload balancing across MSP clients
- Lead, coach, and develop a team of Support Engineers at varying levels, fostering accountability, growth, and continuous improvement
- Establish and monitor key performance metrics (e.g., first response time, resolution time, MTTR, backlog, reopen rate, escalation rate, CSAT, service quality)
- Enforce ticket documentation standards including time entry accuracy, categorization, prioritization, escalation notes, and closure summaries
- Act as an escalation point for critical issues, major incidents, and customer-impacting outages, coordinating resolution across stakeholders
- Ensure alignment of support activities with customer contracts, statements of work, service catalogs, and defined support boundaries
- Manage staffing schedules, shift coverage, PTO planning, and resource allocation to maintain consistent service delivery
- Collaborate with engineering, service delivery, and account management teams to align support operations with business and client needs
- Contribute to strategic planning and drive the standardization and continuous improvement of IT support services
- Identify and implement process improvements, knowledge base enhancements, automation opportunities, and recurring issue reduction initiatives
- Ensure ongoing training and skill development of the team in alignment with MSP technologies and client environments
- Manage IT support budget, including resource planning, cost control, and financial reporting
Behaviors and Competencies- Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.
- Business Acumen: Can develop and execute business plans to drive growth and profitability.
- Change Management: Can manage major changes in organizational processes or policies, can facilitate change management processes among others, can mentor others in effective change management, and can adapt change management style based on the situation and the organization's needs.
- Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard.
- Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.
- Continuous Improvement: Can identify major areas for improvement, implement major changes, and support others in their continuous improvement efforts.
- Customer-Centric Mindset: Can take ownership of customer-centric initiatives, ensuring products and services align with customer needs. Collaborates with cross-functional teams to integrate customer feedback into product development.
- Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.
- Problem-Solving: Can proactively identify and take ownership of complex problem-solving initiatives, initiate preventative measures, collaborate with others to find solutions, and drive successful outcomes.
- Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.
Skill Level Requirements- Proven experience leading IT service support, service desk, or MSP teams
- Strong knowledge of IT service management (ITSM) principles and service desk operations
- Hands-on experience with ITSM, PSA, RMM, monitoring, and escalation tools
- Deep understanding of SLA management, ticket lifecycle ownership, and escalation workflows
- Strong problem-solving and decision-making skills in fast-paced, multi-client environments
- Experience managing client relationships and setting expectations around service scope and delivery
- Excellent communication skills, with the ability to translate technical concepts to business audiences
- Demonstrated ability to lead service improvement initiatives and operational enhancements
- Experience coaching and developing technical teams through performance management, feedback, and training
Preferred:- ITIL, PMP, or other relevant professional certifications
- Experience with cloud technologies (e.g., Microsoft 365, Azure), endpoint management, identity platforms, and modern infrastructure
- Proven success building and leading high-performing support teams in MSP or multi-client environments
- Experience with IT support financial management, including budgeting and cost tracking
- Track record of leading major incident management, service reviews, and customer-facing improvement initiatives
- Familiarity with security-focused service desk processes (e.g., identity verification, MFA resets, access management, phishing escalation, audit-compliant documentation)
Other Requirements- Ability to work in a hybrid environment with a minimum of 3 days per week in the Charlotte, NC office
- Strong organizational skills with the ability to manage multiple priorities and stakeholders simultaneously
- Commitment to delivering exceptional customer experience and maintaining high service quality standards
The estimated annual pay range for this position is $85,000 - $110,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
