IT Support Manager

Key Responsibilities

• 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 they require 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 the hiring, onboarding, and development of team members.
• Maintain accurate and timely reporting on team performance and client satisfaction metrics.
• Cook up client communication during incidents or outages, ensuring timely updates and swift resolution.

Requirements

Required:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT support or a related field, preferably in a managed service provider (MSP) environment.
• Proven track record of managing and mentoring a team of technical support specialists and support engineers.
• Strong problem-solving skills and ability to troubleshoot complex technical issues.
• Excellent communication and interpersonal skills, both written and verbal.
• Experience with ITIL or other IT service management frameworks.
• Proficiency in Microsoft Office Suite, CRM tools, and other relevant software.

Qualifications

Preferred:

• CISSP certification.
• Experience with cloud-based technologies and services.
• Experience with project management methodologies and tools.
• Experience with IT service desk management tools.

Skills

Essential:

• Technical proficiency in multiple operating systems and hardware platforms.
• Strong organizational and time management skills.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Knowledge of ITIL or other IT service management frameworks.
• Experience with IT service desk management tools.

Benefits

Aldridge offers a competitive benefits package which includes:

• Health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Flexible work schedule and remote work options.
• Professional development opportunities and training programs.
• Employee recognition program.
• Comprehensive wellness programs.

Pay

The salary range for this position is $70,000 - $90,000 annually, commensurate with experience.

Schedule

This is a full-time position with a flexible schedule to accommodate the needs of the team and the business.