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d performs better because of. You'll manage a pod of IT technicians, keep operations running smoothly, and be the person your team turns to when things get hard.

This role is as much about people as it is about process. If you love developing others, thrive in a fast-moving environment, and know how to stay calm when the queue is blowing up this is for you.

What You'll Do

Lead and mentor a team of technicians set the tone, delegate effectively, and hold your pod accountable with a people-first approach
Manage day-to-day coverage: PTO, volume spikes, on-call schedules, and queue management
Coach technicians on tools, processes, and best practices through ongoing feedback and formal training
Monitor team performance metrics ticket volume, response/resolution times, CSAT, SLAs and act on trends before they become problems
Escalate issues and communicate proactively with the Service Manager
Identify process gaps and help drive improvements across the team

What You Bring

Experience leading or mentoring a team in a technical environment this could be a formal management role, a team lead position, or simply being the person everyone turned to
A background in IT support, helpdesk, or a related technical field
Strong communicator who can give direct feedback, rally a team, and work cross-functionally
Organized, accountable, and comfortable making decisions under pressure
MSP experience is a plus, not a requirement

Tools You'll Work With
ConnectWise, BrightGauge, Nilear, Microsoft 365, Azure

Benefits

Nationwide medical, dental, and life insurance
Long-term disability insurance (company-paid)
401(k) with company matching
Generous PTO policy
HSA and FSA options
Paid training and certification assistance
Flexible working schedule
$500 sign-on bonus
Team-building events
Clear career advancement opportunities