IT Support & Service Desk Manager

Lead a Hands-On MSP Support Team Detroit Technology Solutions is looking for an experienced, hands-on IT Support & Service Desk Manager to lead daily service delivery, develop our technicians, and help us continue providing an exceptional client experience as we grow. This is a player-coach role. You will own daily service delivery, manage ticket flow and escalations, guide a small, close-knit support team, communicate directly with clients, and stay technically involved in Tier 2/3 issues. The core of this role is daily support and team leadership. You will also contribute to deployments and client projects on a regular basis. You will report directly to the owner, work closely with company leadership, and have real influence over the tools, standards, and processes behind a growing managed IT services company. At DTS, support is personal. We know our clients, understand their environments, and take ownership of their technology needs. What You Will Own Lead daily IT support operations and overall service delivery, including the team's day-to-day priorities and the ticket queue Manage ticket prioritization, assignments, escalations, and follow-through Ensure clients receive timely, clear, and professional communication Coach, mentor, and provide accountability for the support team Serve as a senior Tier 2/3 escalation resource Lead support-team meetings and ticket reviews Keep documentation and knowledge sharing strong as the client base grows Identify service trends and implement practical improvements Oversee standard client onboarding and offboarding processes Assist with deployments, projects, and occasional onsite client needs How the Role Fits The IT Support Manager reports directly to the owner and works closely with our Technical Account Manager. The Technical Account Manager owns assigned client relationships, technical direction, account priorities, roadmaps, and strategic follow-through. The IT Support Manager owns support execution — team leadership, ticket flow, service standards, escalations, and daily delivery. The support team's day-to-day priorities are yours to direct. The two roles operate as peers and collaborate on client priorities, technical escalations, projects, and service improvements. What We Are Looking For Five or more years in an MSP or similar multi-client IT environment, including time leading a support team or serving as a senior escalation technician Strong Tier 2/3 troubleshooting ability Excellent organization, prioritization, and follow-through Ability to lead technicians with both patience and accountability Confident, professional client communication Experience supporting multiple environments and competing priorities Strong documentation and process habits Calm judgment and personal ownership A practical approach to improving structure without adding unnecessary bureaucracy Technical Experience Strong working knowledge of several of the following: Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive Google Workspace administration Entra ID, multifactor authentication, and conditional access Microsoft Intune and endpoint management Windows and Mac operating systems DNS, DHCP, VLANs, VPNs, firewalls, switching, and wireless Endpoint security, backup, and disaster-recovery solutions RMM, PSA, ticketing, and documentation platforms User onboarding, offboarding, and device deployment Microsoft 365 migrations and related client projects Experience with platforms such as Atera, Autotask, ConnectWise, HaloPSA, ITGlue, or similar MSP tools is a plus. Relevant Microsoft, Google, CompTIA, Cisco, or other certifications are also valued. What Success Looks Like You will build trust with our clients and team, establish clear ownership of support operations, strengthen communication and escalation standards, develop our technicians, and help DTS build a support operation that stays responsive, personal, and scalable as we grow. Work Arrangement This is a hybrid position based in Detroit, with an expectation of working from the DTS office three days per week. Flexibility is available based on client needs and the demands of the role. Occasional travel to client locations throughout Southeast Michigan is required. After-hours support for urgent client issues is handled as needed and shared across the team. Why DTS? Direct influence on how the support function is built and led Close access to company leadership and decision-making A small, collaborative team where your contribution is visible The opportunity to lead while remaining technically engaged Meaningful relationships with clients and teammates Continued leadership opportunity as DTS grows Compensation and Benefits Base salary of $80,000–$95,000, depending on MSP leadership and technical experience Performance and year-end bonus opportunities Health benefits 401(k) company match Paid time off Paid professional development and certification About Detroit Technology Solutions Detroit Technology Solutions provides managed IT, cybersecurity, cloud, network, and technology support services to organizations throughout Southeast Michigan and select clients in other markets. We are a close-knit, growing team that values strong relationships, honest communication, technical excellence, personal responsibility, and taking care of our clients. How to Apply Please submit your resume and a brief note describing your experience leading IT support, handling technical escalations, mentoring technicians, and improving service delivery. #J-18808-Ljbffr Detroit Technology Solutions