IT Support Manager

IT Support Manager Lawgistics Inc Carlsbad, CA Job Details Full-time $105,000 - $130,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Snacks provided Vision insurance 401(k) matching Food provided Qualifications Employee onboarding ConnectWise IT management Workflow management (operations management method) Staff scheduling Client relationship development Improving operational efficiency 3 years Information security compliance Team development Hiring Key Performance Indicators Supervising experience Team management Decision making Performance Improvement (PI) Customer support ticket management Organizational skills Technical troubleshooting support Root cause analysis Senior level Training Onboarding process management Escalation handling Leadership Data-driven decision making Communication skills Performance evaluation

Full Job Description Benefits:

Health insurance Paid time off 401(k) 401(k) matching Company parties Dental insurance Free food & snacks Home office stipend Vision insurance About Lawgistics Lawgistics is a technically progressive Managed Services Provider (MSP) specializing in IT support for mid-to-large professional services organizations, with a strong focus on law firms. We emphasize cloud-first solutions, security, standardization, automation, and high-quality service delivery. We are building a high-performance support organization where accountability, technical growth, and client experience are top priorities. Role Overview The IT Support Manager is responsible for the performance, structure, and continuous improvement of the support team. This role combines people leadership, operational management, and technical oversight. You will lead a team of IT Support Technicians (Level I-III), ensuring service quality, efficiency, and accountability across all client interactions. This is not a purely administrative role — strong MSP technical background is required. You must be able to understand escalations, guide troubleshooting direction, and enforce technical and operational standards. Key Responsibilities Team Leadership & Management You are responsible for building and managing a high-performing support team.

This includes:

Managing, coaching, and developing Level I-III technicians Conducting regular 1:1s, performance reviews, and career development planning Holding team members accountable to performance expectations Supporting hiring, onboarding, and training of new technicians Driving a culture of ownership, professionalism, and continuous improvement Service Desk Operations You own the day-to-day performance of the service desk.

This includes:

Monitoring ticket queues, SLAs, and response/resolution times Ensuring proper ticket triage, prioritization, and escalation Managing scheduling, coverage, and workload distribution Driving billable utilization and operational efficiency Ensuring consistent use of ConnectWise and documentation standards Technical Oversight & Escalation Management You provide guidance on complex technical issues and escalations.

This includes:

Acting as an escalation point for high-impact or stuck issues Ensuring proper troubleshooting methodology is followed Helping drive root cause analysis and long-term solutions Identifying trends in recurring issues and addressing them systematically Ensuring alignment with technical standards across all environments Process & Standardization You are responsible for maintaining and improving service delivery processes.

This includes:

Defining and enforcing service desk workflows and standards Improving ticketing, escalation, and documentation processes Driving consistency across technicians and client environments Partnering with leadership on operational improvements Ensuring adherence to security and compliance standards Client Experience & Accountability You are accountable for overall service quality and client satisfaction.

This includes:

Ensuring timely, professional, and effective communication Addressing client concerns and service issues proactively Monitoring CSAT and service quality metrics Acting as an escalation point for client-facing issues when needed Reinforcing a high standard of client experience across the team Reporting & Performance Management You are responsible for visibility into team performance.

This includes:

Tracking KPIs such as SLA performance, utilization, and ticket quality Reporting on team performance to leadership Identifying performance gaps and implementing corrective actions Driving continuous improvement through data and metrics Required Experience & Qualifications 5+ years of experience in an MSP or IT support environment 3+ years of experience in a leadership, supervisor, or team lead role Strong background in IT support across endpoints, Microsoft 365, and basic infrastructure Experience with PSA tools (ConnectWise strongly preferred) Solid understanding of service desk operations and ticket workflows Experience managing SLAs, utilization, and support metrics Required Competencies To succeed in this role, you must demonstrate: Strong leadership and accountability mindset Ability to manage people, performance, and expectations effectively Excellent communication skills (internal and client-facing) Strong operational thinking and organizational skills Ability to balance technical understanding with business priorities Confidence in making decisions and holding others accountable Process-oriented mindset with a focus on consistency and scalability Commitment to continuous improvement and team development Performance Expectations You will be evaluated based on: Service desk SLA performance and ticket efficiency Team billable utilization and productivity Quality and consistency of ticket documentation Client satisfaction and service quality Team development, retention, and performance improvement Adherence to operational and technical standards Ability to reduce escalations through team development What Success Looks Like Success in this role means building and maintaining a highly efficient, accountable, and technically strong service desk team. A successful

IT Support Manager:

Maintains a well-organized, high-performing service desk with strong SLA adherence Develops technicians into higher-performing, more independent contributors Ensures consistent, high-quality ticket handling and documentation Reduces escalations through coaching and improved troubleshooting capability Identifies and resolves operational inefficiencies proactively Builds trust with clients through reliable and professional service delivery Drives a culture of accountability, ownership, and continuous improvement Uses data and metrics to make informed operational decisions Why Join Lawgistics High-performance, growth-focused environment Clear structure and expectations Opportunity to shape and scale a service desk team Exposure to a wide range of client environments and technologies Strong emphasis on technical growth and operational excellence If you are a technically strong MSP professional who thrives in leadership, accountability, and building high-performing teams, we want to hear from you.