Inside Support Manager

Andrewsama; Amarillo (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, dental, vision coverage and生活?

Job summary

Andrews & Associates IT Solutions, LLC in Amarillo, TX, is seeking a full-time in-office IT support manager. You will lead the Level 1 inside techs, own coverage, and drive first-call resolution while escalating appropriately.

Reports to the VP of Operations and shapes the service standard for our multi-client MSP. You will recruit, train, and coach staff, ensuring quality QA, and coordinate with Level 2 and Ops leaders to close gaps.

Qualifications

• Experience leading a technical support team, help desk, or technical call center.
• Technical credibility to assess call handling quality.
• Coaching ability with constructive feedback.
• Comfort building schedules and managing coverage against demand.
• Ability to translate metrics into coaching conversations.
• Genuine care for people—clients and technicians.
• Professional appearance and conduct when representing us.
• Texas driver’s license with clean driving record.
• Must pass criminal background check including fingerprinting.

Responsibilities

• Lead, schedule, and develop Level 1 inside technicians.
• Own coverage: schedules for peak volume, PTO, and on-call rotation.
• Run quality assurance; review calls/tickets and give actionable feedback.
• Own metrics: first call resolution, time to resolution, escalation rate.
• Ensure escalations are properly targeted and followed through.
• Train new technicians and advance existing staff.
• Handle client escalations needing a manager’s input.
• Collaborate with Level 2, admins, and VP of Operations to close gaps.
• Identify recurring issues and push for permanent fixes.
• Report team performance and trends to the VP of Operations.

Skills

Tech support leadership

Coaching ability

Schedule & coverage planning

Quality assurance

Customer empathy

Professional conduct

Risk awareness & safety

Driver's license (Texas)

Background check clearance

Tools

ConnectWise PSA

Reporting tools

Active Directory

Microsoft 365

Job description

Full-time, in-office. Reports to the VP of Operations.

Compensation is set based on education, experience, and certifications.

The short version

You will run the team our clients reach first. Our inside support group is a technical call center and the tip of the spear for everything that goes wrong in our clients’ day. Most issues are resolved within five minutes, and first-call resolution runs over 75 percent. Holding that standard while making sure the right calls get escalated, and escalated well, is the job.

Who we are

Andrews & Associates is a managed services provider in Amarillo supporting law firms, medical practices, banks and insurance agencies, county and municipal governments, and agriculture and energy operations across the Texas Panhandle and eastern New Mexico. Our clients operate in regulated industries, which means the work we do carries real consequences and real standards. We take that seriously, and we expect the people we hire to do the same.

We are a relationship-first, customer service-centered organization. Our clients are not accounts, and they are not ticket volume. They are people running businesses that depend on the systems we maintain, and they deserve nothing less than our best effort and the full leverage of our talent applied to their problems and their goals. Care and empathy for the client are not soft skills here. They are the job.

We promote from within. Our senior technicians and administrators came up through this seat. This is where the career starts, not where it stalls.

What you will actually do

• Lead, schedule, and develop our Level 1 inside technicians
• Own coverage. Build schedules that keep the phones answered through peak volume, PTO, and on-call rotation
• Run quality assurance. Review calls and tickets, measure them against our standards, and give feedback specific enough to change behavior
• Own the numbers that matter: first call resolution, time to resolution, escalation rate, and escalation quality
• Ensure escalations are handled properly. Right target, right timing, diagnostic work attached, and followed until the client is closed out
• Train new technicians through our Level 1 competency program, and keep the technicians you already have moving forward
• Take the client escalations that need a manager’s voice
• Work with our Level 2 technicians, administrators, and the VP of Operations to close the gaps between tiers
• Identify recurring issues and push them toward permanent fixes instead of repeat calls
• Report team performance, staffing needs, and trends to the VP of Operations

Our doctrine is simple: fix the customer, then fix the problem. If a client is frustrated, that gets addressed before the keyboard does. You set that tone for the whole team, every day, whether you mean to or not.

Our resolution numbers are the product of good hiring, good training, and good judgment, not pressure. A manager who protects the metric by discouraging escalation does more damage than one who misses it. Your real work is building technicians who know the difference between a problem they should solve and a problem they should hand up, and making sure the handoff is clean when they do.

What you need

• Experience leading a technical support team, help desk, or technical call center
• Technical credibility. You have done this work yourself and can tell whether a call was handled correctly
• Coaching ability. You can listen to a recorded call and tell a technician how to be better without putting them on the defensive
• Comfort building schedules and managing coverage against real demand
• The ability to turn support metrics into constructive coaching. The numbers tell you where to look, and the conversation that follows is what actually improves the technician
• Genuine care for the people you are helping, clients and technicians alike. Empathy is a requirement of this role, not a bonus. The standard you hold is the standard your team will hold
• Professional appearance and conduct. You represent us to clients when a call reaches you
• A valid Texas driver’s license and an acceptable driving record
• Must pass a criminal background check, including fingerprinting. Approval under the FBI CJIS Security Policy is a prerequisite for an offer. If you cannot be cleared, we cannot hire you, regardless of technical ability
• Availability outside normal hours and on call when the queue or an escalation requires it

What helps you stand out

• Prior MSP or multi-client support environment experience
• Hands-on experience with a PSA platform such as ConnectWise, including reporting and queue management
• Experience building or running a training program with defined competencies
• Experience designing quality assurance scoring or call review processes
• A working support background in Microsoft 365, Windows, and Active Directory
• CompTIA A+ or Network+, or ITIL familiarity

What we offer

• Health, dental, vision coverage and life insurance
• Paid time off and paid holidays
• Exam reimbursement for approved certifications upon successful completion
• A small team where your work is visible, your judgment is trusted, and you have a real say in how we do things

Andrews & Associates IT Solutions, LLC is an equal opportunity employer.