• 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 workload 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

• 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, with the ability to translate 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)

• Ability to work in a hybrid environment with a minimum of 3 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