IT Helpdesk Team Manager
About The Position
The AME Group is a nationally recognized leader in Managed IT Services, known for empowering businesses through smart technology and strong partnerships. We’re looking for emerging leaders who are ready to grow their careers in a collaborative, people-first environment where initiative, accountability, and client focus are valued and rewarded. Are you ready to take the next step in your IT support career in a fully remote role? About the Role We’re looking for a Squad Manager to lead a high-performing support team, deliver exceptional client service, and ensure smooth day-to-day operations. This role combines technical support , team leadership , and service delivery management within a fast-paced MSP environment.
Requirements
- Excellent customer service and communication skills.
- Strong ownership mindset and sense of urgency.
- Ability to translate technical concepts for non-technical users.
- Collaborative approach with strong decision-making and problem-solving skills.
- Comfort analyzing data to identify trends and improvements.
- Commitment to continuous learning and staying current with industry best practices.
Nice To Haves
- Experience: 3+ years in hands-on IT support (SysAdmin, Tier 2/3), or 2+ years leading technical teams in an MSP or enterprise environment.
- Education: Associate’s or Bachelor’s in IT, Computer Science, or related field.
- Certifications: CompTIA A+/Network+/Security+, CCNA, Microsoft certifications.
- Tools: Experience with PSA/RMM platforms and IT documentation systems.
- Technical Knowledge: AD, Microsoft 365, TCP/IP, DNS, DHCP, cloud fundamentals.
- ITSM: Familiarity with ITIL processes (Incident, Problem, Change Management).
Responsibilities
- Maintain strong phone presence and ensure reliable squad coverage.
- Respond to client inquiries via phone, email, and tickets with professionalism and urgency.
- Own issues from intake through resolution, keeping clients updated throughout.
- Troubleshoot technical issues and escalate when appropriate.
- Document all interactions and solutions clearly in the service desk system.
- Meet SLAs and team KPIs while driving consistent service quality.
- Act as a resource for processes, procedures, and best practices.
- Lead, mentor, and develop team members to reach their full potential.
- Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual).
- Participate in hiring decisions and handle coaching or disciplinary actions when needed.
- Manage schedules, time-off requests, and after-hours/on-call rotations.
- Encourage knowledge sharing and support training of new team members.
- Promote a solution-focused, collaborative team culture.
- Monitor service desk trends, ticket patterns, and recurring issues.
- Review customer satisfaction metrics and implement improvements.
- Identify opportunities to streamline processes and increase efficiency.
- Prioritize tasks effectively and manage time across competing demands.
- Meet weekly with leadership to review performance and initiatives.
- Represent the service desk in company-wide initiatives.
- Support projects from planning to execution.
- Use strong decision-making and active listening skills to support customers and internal teams.
Benefits
- Full Benefits Package : Health, dental, and vision insurance
- Continuous Learning : Company-paid training and certifications
- Career Growth : We invest in your development and professional goals
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
Number of Employees
11-50 employees
