Manager - IT Services Support

Job Summary The Manager of IT Service Support is a people leader responsible for overseeing the delivery of IT services and support across multiple Managed Service Provider (MSP) clients. This role requires a strategic thinker with a strong technical background, excellent leadership capabilities, and a focus on delivering high‑quality service, operational excellence, and customer satisfaction. This individual will lead a team of Support Engineers, ensuring that service level agreements (SLAs) are consistently met, tickets are effectively triaged and resolved, and customer expectations are properly managed. The Manager will drive efficiency, accountability, and continuous improvement across service desk operations. Role Description Oversee day‑to‑day IT service support operations, ensuring high‑quality service delivery, effective queue management, and SLA adherence. Manage ticket lifecycle processes, including intake, triage, prioritization, routing, backlog control, and work‑load balancing across MSP clients. Lead, coach, and develop a team of Support Engineers at varying levels, fostering accountability, growth, and continuous improvement. Establish and monitor key performance metrics (e.g., first response time, resolution time, MTTR, backlog, reopen rate, escalation rate, CSAT, service quality). Enforce ticket documentation standards, including time‑entry accuracy, categorization, prioritization, escalation notes, and closure summaries. Act as an escalation point for critical issues, major incidents, and customer‑impacting outages, coordinating resolution across stakeholders. Ensure alignment of support activities with customer contracts, statements of work, service catalogs, and defined support boundaries. Manage staffing schedules, shift coverage, PTO planning, and resource allocation to maintain consistent service delivery. Collaborate with engineering, service delivery, and account‑management teams to align support operations with business and client needs. Contribute to strategic planning and drive the standardization and continuous improvement of IT support services. Identify and implement process improvements, knowledge‑base enhancements, automation opportunities, and recurring‑issue reduction initiatives. Ensure ongoing training and skill development of the team in alignment with MSP technologies and client environments. Manage IT support budget, including resource planning, cost control, and financial reporting. Behaviors & Competencies Adaptability – Lead others through change, help teams adapt to new directions, create a culture open to change. Business Acumen – Develop and execute business plans to drive growth and profitability. Change Management – Manage major changes in organizational processes or policies, facilitate change‑management processes, mentor others. Collaboration – Own team initiatives, foster a collaborative environment, ensure all team members are valued and heard. Communication – Effectively communicate complex ideas to diverse audiences, facilitate communication between others, mentor in communication. Continuous Improvement – Identify major areas for improvement, implement major changes, support others. Customer‑Centric Mindset – Own customer‑centric initiatives, ensure products and services align with customer needs. Leadership – Own complex team initiatives, collaborate in decision‑making, drive team performance. Problem‑Solving – Proactively identify issues, take ownership, initiate preventive measures, collaborate to find solutions. Strategic Thinking – Analyze complex situations, anticipate trends, align and integrate strategies across departments. Skill Level Requirements Proven experience leading IT service support, service desk, or MSP teams. Strong knowledge of IT service management (ITSM) principles and service desk operations. Hands‑on experience with ITSM, PSA, RMM, monitoring, and escalation tools. Deep understanding of SLA management, ticket lifecycle ownership, and escalation workflows. Strong problem‑solving and decision‑making skills in fast‑paced, multi‑client environments. Experience managing client relationships and setting expectations around service scope and delivery. Excellent communication skills, translating technical concepts to business audiences. Demonstrated ability to lead service improvement initiatives and operational enhancements. Experience coaching and developing technical teams through performance management, feedback, and training. Preferred: ITIL, PMP, or other relevant professional certifications. Experience with cloud technologies (e.g., Microsoft 365, Azure), endpoint management, identity platforms, and modern infrastructure. Proven success building and leading high‑performing support teams in MSP or multi‑client environments. Experience with IT support financial management, including budgeting and cost tracking. Track record of leading major incident management, service reviews, and customer‑facing improvement initiatives. Familiarity with security‑focused service desk processes (e.g., identity verification, MFA resets, access management, phishing escalation, audit‑compliant documentation). Other Requirements Ability to work in a hybrid environment with a minimum of three days per week in the Charlotte, NC office. Strong organizational skills with the ability to manage multiple priorities and stakeholders simultaneously. Commitment to delivering exceptional customer experience and maintaining high service quality standards. Compensation & Benefits Estimated annual pay range: $85,000 – $110,000 (base salary and bonus). Benefits may include: medical, vision, dental, 401(k), and flexible spending accounts. Commitment to diversity – the largest minority‑ and woman‑owned enterprise in the U.S. Continuous professional growth and leadership opportunities. Health, wellness, and financial benefits to offer peace of mind. World‑class facilities and the technology you need to thrive – in our offices or yours. Equal Employment Opportunity Equal Employment Opportunity – M/F/Disability/Protected Veteran Status. #J-18808-Ljbffr SHI International Corp