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F1/NX Calm, Clear IT
Technology Support Manager
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Job Description
Technology Support Manager F1/NX Calm, Clear IT Cleveland Share Save Job Apply for This Job OverviewF1NX is hiring a Technology Support Manager to lead our Frontline IT support team. FIT is the team closest to the clients daily technology experience, responsible for handling end-user issues, ticket triage, communication, escalation, and the steady delivery of responsive support.
This is not just a service desk management role. It is a client-serving, people leadership, and operational ownership role. The FIT Manager is accountable for team performance, service consistency, client trust, ticket quality, and the ongoing improvement of frontline support operations.
The right leader will help create a department that is calm under pressure, clear in communication, strong in follow-through, and aligned to the outcomes our clients actually care about.
What Youll DoLead the TeamCoach, develop, and support the FIT team.
Lead hiring, onboarding, 1:1s, accountability, and performance management.
Reinforce expectations, team norms, and F1NX core values.
Own Frontline Support OperationsOversee daily ticket flow, triage, queue health, escalations, and service execution.
Ensure issues move with urgency, ownership, and clear communication.
Maintain a steady operating rhythm with clear priorities and follow-through.
Strengthen the Client ExperienceGuide support across user, device, access, Microsoft 365, endpoint, and general business technology issues.
Ensure incidents are routed properly, communicated clearly, and resolved with minimal client disruption.
Serve as a leadership contact for escalated client service concerns.
Improve Service QualityBecome the voice of the user.
Track ticket trends, aging, repeat issues, escalation quality, and team performance.
Develop and report on KPIs tied to responsiveness, quality, client experience, and operational stability.
Improve workflows, SOPs, documentation, knowledge management, and team clarity.
Who You AreYou are a steady, client-minded leader who can manage both people and pressure with confidence and composure. You set clear expectations, hold people accountable fairly, and are known for strong follow-through. You care deeply about the client experience without losing operational discipline, and you are comfortable leading technical support teams without needing to be the hero technician in every situation. You know how to spot patterns, reduce noise, improve systems, and create clarity for both your team and the clients you serve.
Required Qualifications3+ years of experience in IT service delivery, service desk leadership, or technical support operations.2+ years of people leadership experience with responsibility for coaching, accountability, and team performance.
Strong working knowledge of Microsoft 365, endpoint/device support, user access issues, and common business technology environments.
Experience managing ticket queues, escalations, incident handling, and service delivery in an MSP or similarly fast-moving environment.
Strong communication skills, sound judgment, and the ability to work effectively under pressure.
Experience with ITSM practices, SOPs, documentation standards, and service improvement.
Bonus QualificationsExperience leading a frontline support team in a multi-client environment.
Familiarity with Microsoft security and identity best practices.
Knowledge of frameworks such as ITSM, NIST, CIS, or ISO.Relevant certifications in infrastructure, service management, or security are helpful, but proven leadership and execution matter most. Why
The Technology Support Manager plays a central role in making that real by leading the team that shapes everyday client experience, removes friction, creates clarity, and turns support into trust. recblid n6p1t7qdlf4ffdsciwtff9abchoz55
This is not just a service desk management role. It is a client-serving, people leadership, and operational ownership role. The FIT Manager is accountable for team performance, service consistency, client trust, ticket quality, and the ongoing improvement of frontline support operations.
The right leader will help create a department that is calm under pressure, clear in communication, strong in follow-through, and aligned to the outcomes our clients actually care about.
What Youll DoLead the TeamCoach, develop, and support the FIT team.
Lead hiring, onboarding, 1:1s, accountability, and performance management.
Reinforce expectations, team norms, and F1NX core values.
Own Frontline Support OperationsOversee daily ticket flow, triage, queue health, escalations, and service execution.
Ensure issues move with urgency, ownership, and clear communication.
Maintain a steady operating rhythm with clear priorities and follow-through.
Strengthen the Client ExperienceGuide support across user, device, access, Microsoft 365, endpoint, and general business technology issues.
Ensure incidents are routed properly, communicated clearly, and resolved with minimal client disruption.
Serve as a leadership contact for escalated client service concerns.
Improve Service QualityBecome the voice of the user.
Track ticket trends, aging, repeat issues, escalation quality, and team performance.
Develop and report on KPIs tied to responsiveness, quality, client experience, and operational stability.
Improve workflows, SOPs, documentation, knowledge management, and team clarity.
Who You AreYou are a steady, client-minded leader who can manage both people and pressure with confidence and composure. You set clear expectations, hold people accountable fairly, and are known for strong follow-through. You care deeply about the client experience without losing operational discipline, and you are comfortable leading technical support teams without needing to be the hero technician in every situation. You know how to spot patterns, reduce noise, improve systems, and create clarity for both your team and the clients you serve.
Required Qualifications3+ years of experience in IT service delivery, service desk leadership, or technical support operations.2+ years of people leadership experience with responsibility for coaching, accountability, and team performance.
Strong working knowledge of Microsoft 365, endpoint/device support, user access issues, and common business technology environments.
Experience managing ticket queues, escalations, incident handling, and service delivery in an MSP or similarly fast-moving environment.
Strong communication skills, sound judgment, and the ability to work effectively under pressure.
Experience with ITSM practices, SOPs, documentation standards, and service improvement.
Bonus QualificationsExperience leading a frontline support team in a multi-client environment.
Familiarity with Microsoft security and identity best practices.
Knowledge of frameworks such as ITSM, NIST, CIS, or ISO.Relevant certifications in infrastructure, service management, or security are helpful, but proven leadership and execution matter most. Why
F1NXF1NX
partners with organizations to keep IT seamless, secure, and aligned to real business growth. We believe frontline support should not feel transactional or disconnected from the client. It should feel calm, dependable, responsive, and human.The Technology Support Manager plays a central role in making that real by leading the team that shapes everyday client experience, removes friction, creates clarity, and turns support into trust. recblid n6p1t7qdlf4ffdsciwtff9abchoz55
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