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We are a dynamic and growing Managed Service Provider (MSP) serving mid-sized businesses across various industries. We pride ourselves on delivering exceptional IT support and solutions to our clients, ensuring their technology infrastructure runs smoothly and efficiently. Position Overview: We are seeking an experienced IT Support Manager to lead our technical support team. As the IT Support Manager, you will play a crucial role in ensuring the highest level of customer satisfaction by overseeing the delivery of timely and effective technical support services. Responsibilities: Team Leadership: Manage and mentor a team of support technicians, ensuring they provide excellent customer service and resolve technical issues promptly. Service Delivery: Oversee the delivery of IT support services, including incident resolution, problem management, and service requests. Client Interaction: Interact with clients to understand their IT needs, address escalations, and maintain strong client relationships. Process Improvement: Continuously improve support processes, workflows, and documentation to enhance efficiency and effectiveness. Vendor Management: Collaborate with vendors and partners to ensure seamless service delivery. Performance Metrics: Monitor and report on key performance indicators (KPIs) related to support operations. Training and Development: Provide ongoing training and development opportunities for the support team. Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). Proven experience managing an IT support team within an MSP environment. Strong technical knowledge across various IT domains (networking, hardware, software, etc.). Excellent communication and interpersonal skills. ITIL certification is a plus. Requirements: 10 years experience. Minimum of 5 years of experience in IT support, with at least 3 years in a managerial role. Familiarity with remote support tools and ticketing systems. Ability to prioritize tasks and manage multiple projects simultaneously. Customer-focused mindset and commitment to delivering exceptional service. Why Join? Opportunity to lead a talented team and make a significant impact. Competitive salary and benefits package. Collaborative and supportive work environment. Career growth and professional development opportunities.