IT Support Specialist L1 (Manager)
Salary Range: $1,386 to $1,733 per month
Join a fast-growing, people-first managed IT services provider recognized as a Top NJ Workplace for 2026. As an IT Support Specialist L1 (Manager), you'll lead an after-hours support team, ensuring tickets move efficiently, incidents are handled quickly, technicians stay supported, and clients receive consistent, high-quality IT support.
What You'll Do:
- Own after-hours service operations, including ticket board reviews, queue management, workload distribution, and technician assignments.
- Ensure tickets are acknowledged, updated, documented, and moved according to company standards and SLA expectations.
- Identify and resolve stale, stuck, or SLA-risk tickets before service levels are impacted.
- Oversee Priority 1 and Priority 2 incidents, serving as the primary escalation point and coordinating response, documentation, and resolution.
- Verify technician attendance and availability at the start of each shift.
- Provide real-time coaching, technical guidance, and operational support to technicians throughout the shift.
- Support team performance through one-on-ones, performance discussions, hiring, onboarding, training, and documentation.
- Ensure adherence to SOPs, documentation standards, and operational best practices.
- Identify recurring issues, bottlenecks, and process improvement opportunities, partnering with leadership on root-cause analysis and service quality initiatives.
- Prepare clear end-of-shift handoffs for unresolved tickets and incidents.
Who You'll Work With:
You'll work closely with a collaborative leadership team and a dedicated group of after-hours technicians to maintain strong service delivery, resolve critical incidents, improve operations, and ensure clients receive consistent support throughout every shift.
Who We're Looking For:
- Leadership: Experience in a supervisory, team lead, or management role within an MSP or IT service environment is a plus, but not necessary.
- MSP Operations: Strong understanding of ticket workflows, SLAs, escalation procedures, and incident management.
- Technical Foundation: Minimum Level 1 technical proficiency with the ability to support and guide technicians.
- Decision-Making: Able to prioritize competing demands and make sound operational decisions.
- Organization: Strong organizational skills with the ability to manage multiple priorities.
- Communication: Excellent verbal and written communication skills.
- Coaching: Comfortable mentoring team members and supporting performance improvement.
- Accountability: Takes ownership of service delivery, team performance, and customer experience.
Why Join Us?
- Impact: Lead a critical after-hours operation, support technician success, and help deliver exceptional client experiences while helping shape operational excellence.
- Culture: Join a fast-paced, collaborative, people-first team that values leadership, teamwork, continuous improvement, and professional growth.
- Benefits:
- Enjoy preset salary growth and weekly salary payments.
- 100% work-from-home flexibility.
Work Details:
- Schedule: Mon - Fri 9:00 AM - 5:00 PM EST
- Employment Type: Full-time
How to Apply:
Click "Apply" to start your application. Come and make a difference in managed IT services!
We are an equal opportunity employer and value diversity at our company.
