Staff Augmentation Team Manager

Job Description

Job Description

Description:

Full-time

Exempt

Position Summary

The Staff Augmentation Manager is responsible for the overall operational success of the Staff Augmentation practice. This role owns resource scheduling, coverage planning, backfill coordination, service quality, engineer accountability, and partner satisfaction. The Manager ensures staff augmentation engineers are aligned with partner needs, service standards are met, issues are resolved promptly, and service delivery remains consistent across all supported environments. This position reports to the Senior Director of Managed Services.

Why Entech?

Entech is a Managed IT Services Provider with 28 years of experience delivering secure and reliable technology solutions to businesses throughout Florida. As a Managed Service Provider (MSP), we manage and support our clients’ technology environments—including help desk support, infrastructure management, cybersecurity, cloud platforms, and long-term IT strategy—allowing organizations to focus on their business while we handle their technology.

With offices in Fort Myers, Naples, Bradenton, and Fort Lauderdale , we now serve organizations across Southwest and Southeast Florida and continue to grow our team of talented technology professionals.

Essential Roles and Responsibilities

• Staff Augmentation Operations Management
• Scheduling, Coverage & Backfill Ownership
• Service Quality & KPI Accountability
• Issue Resolution & Escalation Management
• Partner Experience & Team Performance

Additional Responsibilities

• Lead and oversee the daily operations of the Staff Augmentation team, ensuring consistent service delivery across client environments.
• Manage staffing, scheduling, and resource allocation to maintain appropriate coverage and meet client needs.
• Monitor team performance and service quality, ensuring adherence to SLAs, operational standards, and key performance metrics.
• Coach, develop, and support team members through performance management, training, onboarding, and professional development activities.
• Serve as a primary point of escalation and client engagement, resolving operational issues while driving continuous improvement, customer satisfaction, and service excellence.
• Adheres to Entech’s HIPAA and Information Security Policies.
• All other duties as assigned.

Experience

• 5+ years of experience in a managed services, technical support, or IT service delivery environment.
• 2+ years of experience leading, supervising, or managing technical resources.
• Experience managing staffing schedules, workload allocation, resource planning, and service delivery operations.
• Proven experience resolving customer escalations, resource issues, and operational challenges.
• Demonstrated success improving service quality, KPI performance, and customer satisfaction.
• Experience working within Staff Augmentation, Field Services, Professional Services, or Managed Services environments preferred.

Skills and Abilities

• Strong leadership and personnel management skills.
• Ability to effectively manage schedules, staffing assignments, and coverage requirements across multiple partner locations.
• Strong understanding of service delivery, ticket management, SLA performance, and managed services operations.
• Ability to identify operational risks, coverage gaps, and service quality concerns and implement corrective action.
• Proven ability to coach, mentor, and develop technical team members.
• Strong conflict resolution and relationship management skills.
• Highly organized with the ability to manage multiple priorities, resources, and partner expectations simultaneously.
• Strong analytical skills with the ability to evaluate performance trends and operational metrics.
• Ability to act with integrity, professionalism, and confidentiality

Education

Associate’s or Bachelor’s degree in Information Technology, Business, or related field preferred

OR equivalent work experience.

Certifications and Licenses

• CompTIA A+, Network+, or equivalent experience preferred
• Microsoft or relevant technical certifications preferred
• ITIL Foundations preferred
• Valid Florida Driver’s License required.

Benefits:
Free Employee Medical Insurance
Additional Employer Paid Medical Options
Fully Vested 401(k) Match
Flexible Time Off (an unlimited amount of paid time off days)
Free $10,000 Life Insurance Policy
Six Paid Holidays – PLUS Black Friday!
Flexible Schedule Options
Fun Employee Events – Yearly Culture Building Events

Options available for dental, vision, accident, hospital, short term disability, long term disability, Identity theft protection and additional life insurance.

Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees.

This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver’s license is required for this position.

Requirements: