IT Support Manager

Lawgistics Inc•Carlsbad, CA

2d•Onsite

About The Position

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. The Service Desk 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.

Requirements

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
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

Nice To Haves

Technically strong MSP professional who thrives in leadership, accountability, and building high-performing teams.

Responsibilities

Building and managing a high-performing support team, including managing, coaching, and developing technicians, conducting 1:1s, performance reviews, and career development planning.
Holding team members accountable to performance expectations and supporting hiring, onboarding, and training of new technicians.
Driving a culture of ownership, professionalism, and continuous improvement.
Owning the day-to-day performance of the service desk, including monitoring ticket queues, SLAs, and response/resolution times.
Ensuring proper ticket triage, prioritization, and escalation, and managing scheduling, coverage, and workload distribution.
Driving billable utilization and operational efficiency, and ensuring consistent use of ConnectWise and documentation standards.
Providing guidance on complex technical issues and escalations, 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, and ensuring alignment with technical standards across all environments.
Maintaining and improving service delivery processes, including defining and enforcing service desk workflows and standards.
Improving ticketing, escalation, and documentation processes, and driving consistency across technicians and client environments.
Partnering with leadership on operational improvements and ensuring adherence to security and compliance standards.
Being accountable for overall service quality and client satisfaction, including 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 and reinforcing a high standard of client experience across the team.
Tracking KPIs such as SLA performance, utilization, and ticket quality, and reporting on team performance to leadership.
Identifying performance gaps and implementing corrective actions, and driving continuous improvement through data and metrics.