Benefits:
- Health insurance
- Paid time off
- 401(k)
- 401(k) matching
- Company parties
- Dental insurance
- Free food & snacks
- Home office stipend
- Vision insurance
About Lawgistics
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.
Role Overview
The IT Support 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.
Key Responsibilities
Team Leadership & Management
You are responsible for building and managing a high-performing support team.
This includes:
Managing, coaching, and developing Level I–III technicians
Conducting regular 1:1s, performance reviews, and career development planning
Holding team members accountable to performance expectations
Supporting hiring, onboarding, and training of new technicians
Driving a culture of ownership, professionalism, and continuous improvement
Service Desk Operations
You own the day-to-day performance of the service desk.
This includes:
Monitoring ticket queues, SLAs, and response/resolution times
Ensuring proper ticket triage, prioritization, and escalation
Managing scheduling, coverage, and workload distribution
Driving billable utilization and operational efficiency
Ensuring consistent use of ConnectWise and documentation standards
Technical Oversight & Escalation Management
You provide guidance on complex technical issues and escalations.
This includes:
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
Ensuring alignment with technical standards across all environments
Process & Standardization
You are responsible for maintaining and improving service delivery processes.
This includes:
Defining and enforcing service desk workflows and standards
Improving ticketing, escalation, and documentation processes
Driving consistency across technicians and client environments
Partnering with leadership on operational improvements
Ensuring adherence to security and compliance standards
Client Experience & Accountability
You are accountable for overall service quality and client satisfaction.
This includes:
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
Reinforcing a high standard of client experience across the team
Reporting & Performance Management
You are responsible for visibility into team performance.
This includes:
Tracking KPIs such as SLA performance, utilization, and ticket quality
Reporting on team performance to leadership
Identifying performance gaps and implementing corrective actions
Driving continuous improvement through data and metrics
Required Experience & Qualifications
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
Required Competencies
To succeed in this role, you must demonstrate:
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
Performance Expectations
You will be evaluated based on:
Service desk SLA performance and ticket efficiency
Team billable utilization and productivity
Quality and consistency of ticket documentation
Client satisfaction and service quality
Team development, retention, and performance improvement
Adherence to operational and technical standards
Ability to reduce escalations through team development
What Success Looks Like
Success in this role means building and maintaining a highly efficient, accountable, and technically strong service desk team.
A successful IT Support Manager:
Maintains a well-organized, high-performing service desk with strong SLA adherence
Develops technicians into higher-performing, more independent contributors
Ensures consistent, high-quality ticket handling and documentation
Reduces escalations through coaching and improved troubleshooting capability
Identifies and resolves operational inefficiencies proactively
Builds trust with clients through reliable and professional service delivery
Drives a culture of accountability, ownership, and continuous improvement
Uses data and metrics to make informed operational decisions
Why Join Lawgistics
High-performance, growth-focused environment
Clear structure and expectations
Opportunity to shape and scale a service desk team
Exposure to a wide range of client environments and technologies
Strong emphasis on technical growth and operational excellence
If you are a technically strong MSP professional who thrives in leadership, accountability, and building high-performing teams, we want to hear from you.
