MSP IT Manager
Crescent City Recruitment Group
IT Technician Manager - MSP MUST HAVE MSP MANAGEMENT EXPERIENCE Position Summary The company is seeking a Level 2 IT Technician Manager to oversee daily operations within a Managed Service Provider environment. This role blends hands-on L2 technical support with operational management of technicians, ticket flow, and onsite dispatching. The position is based in Miami FL , operating during standard U.S. business hours, with the ability to occasionally visit client offices when required. Work Schedule
- Monday-Friday: Standard U.S. business hours
- Occasional after-hours availability for escalations is a plus
- Ability to travel locally to client sites as needed
- Manage communication primarily through email, with supplemental phone interaction as needed.
- Balance technician workloads and ensure SLA compliance across all clients.
- Monitor ticket queues, prioritize tasks, and ensure timely follow-ups.
- Take ownership of tickets when necessary, using sound judgment to determine next steps and timelines.
- Oversee daily activities of L1/L2 technicians, providing direction, support, and oversight.
- Coordinate onsite dispatching, including technician assignments and scheduling.
- Maintain real-time visibility into technician locations, availability, and progress.
- Support escalations within L2 scope (not an L3 engineering role).
- Manage day-to-day operational flow to ensure smooth service delivery.
- Track equipment, deliveries, and onsite logistics from dispatch to arrival.
- Ensure accurate scheduling, resource allocation, and time management.
- Maintain oversight of ticket lifecycles and intervene when necessary.
- Handle regular L2 desktop support tickets, including troubleshooting, software issues, and endpoint support.
- Assist with escalations requiring L2 expertise.
- Ensure proper documentation, ticket notes, and adherence to MSP standards.
- Enforce internal processes, workflows, and automation standards.
- Identify inefficiencies and recommend improvements to enhance service delivery.
- Support broader operational initiatives and contribute to continuous improvement.
- Ensure technicians follow established procedures and automation paths.
- Experience in an MSP environment (strong advantage).
- Proven background as a Level 2 IT Technician.
- Experience managing or coordinating technicians or service desk teams.
- Strong written and verbal communication skills.
- Excellent organizational and multitasking abilities.
- Ability to make operational decisions confidently without L3 engineering knowledge.
- Familiarity with ticketing systems, dispatch tools, and workflow automation.
- Must be based near Miami FL , with the ability to visit client offices when required
Vacancy posted 19 hours ago
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