IT Support Manager (2258)

ALDRIDGE•Alexandria, LA

1d•Hybrid

About The Position

Aldridge is a forward-thinking organization committed to delivering innovative technology solutions and exceptional service to our clients. We are seeking a highly motivated and results-driven IT Support Manager to join our team. This position provides an exciting opportunity to lead impactful projects, contribute to the continuous improvement of our support services, and grow within a collaborative and dynamic environment. As an IT Support Manager at Aldridge, you will play a key role in ensuring the success of our IT support operations while driving team development and client satisfaction. The IT Support Manager in a Managed Service Provider (MSP) environment is responsible for overseeing the day-to-day operations of the technical support team, ensuring the delivery of high-quality IT services to clients. The role involves managing support ticketing systems, coordinating with clients to resolve technical issues, optimizing service delivery processes, and ensuring that service level agreements (SLAs) are met. The Technical Support Manager plays a key role in maintaining customer satisfaction, improving team performance, and driving continuous improvement in service offerings.

Requirements

Minimum of 3–5 years of experience in IT service delivery, technical support, or a managed services environment.
At least 1–2 years of experience in a team lead or supervisory role within a technical support or MSP setting.
Hands-on experience with IT systems, networks, and service management tools; familiarity with ticketing systems (e.g., ConnectWise, Autotask) required.
Strong understanding of SLA/SLO management, ticketing workflows, and client communication best practices.
Demonstrated ability to lead and develop a technical team in a fast-paced, client-focused environment.
Strong communication and interpersonal skills with a client-service orientation.
Physical ability to stand, walk or sit for extended periods
Must be comfortable with periodically lifting 25 pounds

Nice To Haves

Relevant certifications (e.g., ITIL, CompTIA, Microsoft, or vendor-specific) are a plus.

Responsibilities

Lead and manage a team of technical support specialists and support engineers, ensuring accountability, productivity, and a high-performing team environment.
Own day-to-day service delivery performance for the assigned team, including CSAT, SLA/SLO attainment, ticket quality, and resolution times.
Monitor team performance metrics and take proactive steps to address gaps, ticket backlogs, and emerging client concerns.
Serve as the first-level escalation point for technical and client issues within the team, resolving issues before they require Senior Service Manager involvement.
Ensure team adherence to defined processes, communication standards, and service delivery expectations.
Conduct regular one-on-ones, team meetings, and performance reviews to provide consistent feedback, coaching, and development.
Partner with the Senior Service Manager to identify recurring issues, staffing needs, and opportunities for process improvement.
Support the hiring, onboarding, and development of team members.
Maintain accurate and timely reporting on team performance and client satisfaction metrics.
Coordinate client communication during incidents or outages, ensuring timely updates and swift resolution.