IT Support Manager

Benefits:

Health insurance

Paid time off

401(k)

401(k) matching

Company parties

Dental insurance

Free food & snacks

Home office stipend

Vision insurance

About Lawgistics

Lawgistics is a technically progressive Managed Services Provider (MSP) specializing in IT support for mid-to-large professional services organizations, with a strong focus on law firms. We emphasize cloud-first solutions, security, standardization, automation, and high-quality service delivery.

We are building a high-performance support organization where accountability, technical growth, and client experience are top priorities.

Role Overview

The IT Support Manager is responsible for the performance, structure, and continuous improvement of the support team. This role combines people leadership, operational management, and technical oversight.

You will lead a team of IT Support Technicians (Level I–III), ensuring service quality, efficiency, and accountability across all client interactions.

This is not a purely administrative role — strong MSP technical background is required. You must be able to understand escalations, guide troubleshooting direction, and enforce technical and operational standards.

Key Responsibilities

Team Leadership & Management

You are responsible for building and managing a high-performing support team.

This includes:

Managing, coaching, and developing Level I–III technicians

Conducting regular 1:1s, performance reviews, and career development planning

Holding team members accountable to performance expectations

Supporting hiring, onboarding, and training of new technicians

Driving a culture of ownership, professionalism, and continuous improvement

Service Desk Operations

You own the day-to-day performance of the service desk.

This includes:

Monitoring ticket queues, SLAs, and response/resolution times

Ensuring proper ticket triage, prioritization, and escalation

Managing scheduling, coverage, and workload distribution

Driving billable utilization and operational efficiency

Ensuring consistent use of ConnectWise and documentation standards

Technical Oversight & Escalation Management

You provide guidance on complex technical issues and escalations.

This includes:

Acting as an escalation point for high-impact or stuck issues

Ensuring proper troubleshooting methodology is followed

Helping drive root cause analysis and long-term solutions

Identifying trends in recurring issues and addressing them systematically

Ensuring alignment with technical standards across all environments

Process & Standardization

You are responsible for maintaining and improving service delivery processes.

This includes:

Defining and enforcing service desk workflows and standards

Improving ticketing, escalation, and documentation processes

Driving consistency across technicians and client environments

Partnering with leadership on operational improvements

Ensuring adherence to security and compliance standards

Client Experience & Accountability

You are accountable for overall service quality and client satisfaction.

This includes:

Ensuring timely, professional, and effective communication

Addressing client concerns and service issues proactively

Monitoring CSAT and service quality metrics

Acting as an escalation point for client-facing issues when needed

Reinforcing a high standard of client experience across the team

Reporting & Performance Management

You are responsible for visibility into team performance.

This includes:

Tracking KPIs such as SLA performance, utilization, and ticket quality

Reporting on team performance to leadership

Identifying performance gaps and implementing corrective actions

Driving continuous improvement through data and metrics

Required Experience & Qualifications

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

3+ years of experience in a leadership, supervisor, or team lead role

Strong background in IT support across endpoints, Microsoft 365, and basic infrastructure

Experience with PSA tools (ConnectWise strongly preferred)

Solid understanding of service desk operations and ticket workflows

Experience managing SLAs, utilization, and support metrics

Required Competencies

To succeed in this role, you must demonstrate:

Strong leadership and accountability mindset

Ability to manage people, performance, and expectations effectively

Excellent communication skills (internal and client-facing)

Strong operational thinking and organizational skills

Ability to balance technical understanding with business priorities

Confidence in making decisions and holding others accountable

Process-oriented mindset with a focus on consistency and scalability

Commitment to continuous improvement and team development

Performance Expectations

You will be evaluated based on:

Service desk SLA performance and ticket efficiency

Team billable utilization and productivity

Quality and consistency of ticket documentation

Client satisfaction and service quality

Team development, retention, and performance improvement

Adherence to operational and technical standards

Ability to reduce escalations through team development

What Success Looks Like

Success in this role means building and maintaining a highly efficient, accountable, and technically strong service desk team.

A successful IT Support Manager:

Maintains a well-organized, high-performing service desk with strong SLA adherence

Develops technicians into higher-performing, more independent contributors

Ensures consistent, high-quality ticket handling and documentation

Reduces escalations through coaching and improved troubleshooting capability

Identifies and resolves operational inefficiencies proactively

Builds trust with clients through reliable and professional service delivery

Drives a culture of accountability, ownership, and continuous improvement

Uses data and metrics to make informed operational decisions

Why Join Lawgistics

High-performance, growth-focused environment

Clear structure and expectations

Opportunity to shape and scale a service desk team

Exposure to a wide range of client environments and technologies

Strong emphasis on technical growth and operational excellence

If you are a technically strong MSP professional who thrives in leadership, accountability, and building high-performing teams, we want to hear from you.