Inside Support Manager: Lead a High-Impact MSP Team

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

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.