IT Support Manager

Job Description

Job Description

About Lawgistics

Since 1997, Lawgistics has been the trusted IT partner for mid-to-large law firms across the US. We’re a cloud-first, tight-knit MSP that takes our work seriously — but not ourselves. We geek out over automation, clean processes, and excellent client service, and we have a lot of fun doing it.

The Role 

Let’s be honest: this role is hard to fill. We need someone who can run a high-performing service desk and go toe-to-toe with a Level 3 tech on a complex escalation. Someone our technicians will respect not just because they manage well, but because they’ve been there — and can back it up. If you’re a former senior tech who grew into leadership without losing your technical edge, keep reading.

What You’ll Do

Lead & Develop the Team

Coach and manage Level I–III technicians through 1:1s, performance reviews, and career development. Build accountability and ownership into the team culture. Support hiring and onboarding as we grow.

Own Service Desk Performance

Keep SLAs tight, queues moving, and utilization strong. Ensure ConnectWise is used consistently and documentation is actually useful.

Get into the Weeds When It Counts

Step in on complex escalations and guide troubleshooting with real technical authority. Drive root cause analysis and eliminate recurring issues at the source.

Raise the Bar on Process

Define and enforce workflows that scale. Drive consistency across technicians and client environments. Make things run better.

Protect the Client Experience

Hold the team to a high standard of communication and professionalism. Monitor CSAT, address issues proactively, and be an escalation point when it matters.

What You Bring

• 5+ years of experience in an MSP or IT support environment

• 5+ years of experience in a leadership or team lead role

• Hands-on Level 3 technical ability: endpoints, Microsoft 365, Azure AD, networking, and server infrastructure

• You can troubleshoot alongside your team — not just assign tickets

• ConnectWise or similar PSA experience strongly preferred

• Proven track record managing SLAs, utilization, and team performance

• The kind of leader techs respect because you’ve earned it

Why Lawgistics

We’re small enough that your impact is visible and big enough to keep things interesting. You’ll work across a wide range of client environments, shape a team you’re proud of, and be part of a group that genuinely likes showing up to work. We celebrate wins, learn from mistakes, and yes — the snacks are really good.

If you’re the rare person who can lead a room and own a tough escalation, we want to hear from you.