About the role
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<div><strong>Benefits:</strong></div>
<ul>
<li>Health insurance</li>
<li>Paid time off</li>
<li>401(k)</li>
<li>401(k) matching</li>
<li>Company parties</li>
<li>Dental insurance</li>
<li>Free food & snacks</li>
<li>Home office stipend</li>
<li>Vision insurance</li>
</ul>
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<div class="trix-content">
<div><strong>About Lawgistics</strong></div><div> </div><div>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.</div><div> </div><div>We are building a high-performance support organization where accountability, technical growth, and client experience are top priorities.</div><div> </div><div><strong>Role Overview</strong></div><div> </div><div>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.</div><div> </div><div>You will lead a team of IT Support Technicians (Level I–III), ensuring service quality, efficiency, and accountability across all client interactions.</div><div> </div><div>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.</div><div> </div><div><strong>Key Responsibilities</strong></div><div><strong> </strong></div><div>Team Leadership & Management</div><div> </div><div>You are responsible for building and managing a high-performing support team.</div><div> </div><div>This includes:</div><div> </div><div>Managing, coaching, and developing Level I–III technicians</div><div>Conducting regular 1:1s, performance reviews, and career development planning</div><div>Holding team members accountable to performance expectations</div><div>Supporting hiring, onboarding, and training of new technicians</div><div>Driving a culture of ownership, professionalism, and continuous improvement</div><div> </div><div>Service Desk Operations</div><div> </div><div>You own the day-to-day performance of the service desk.</div><div> </div><div>This includes:</div><div> </div><div>Monitoring ticket queues, SLAs, and response/resolution times</div><div>Ensuring proper ticket triage, prioritization, and escalation</div><div>Managing scheduling, coverage, and workload distribution</div><div>Driving billable utilization and operational efficiency</div><div>Ensuring consistent use of ConnectWise and documentation standards</div><div> </div><div>Technical Oversight & Escalation Management</div><div> </div><div>You provide guidance on complex technical issues and escalations.</div><div> </div><div>This includes:</div><div> </div><div>Acting as an escalation point for high-impact or stuck issues</div><div>Ensuring proper troubleshooting methodology is followed</div><div>Helping drive root cause analysis and long-term solutions</div><div>Identifying trends in recurring issues and addressing them systematically</div><div>Ensuring alignment with technical standards across all environments</div><div> </div><div>Process & Standardization</div><div> </div><div>You are responsible for maintaining and improving service delivery processes.</div><div> </div><div>This includes:</div><div> </div><div>Defining and enforcing service desk workflows and standards</div><div>Improving ticketing, escalation, and documentation processes</div><div>Driving consistency across technicians and client environments</div><div>Partnering with leadership on operational improvements</div><div>Ensuring adherence to security and compliance standards</div><div> </div><div>Client Experience & Accountability</div><div> </div><div>You are accountable for overall service quality and client satisfaction.</div><div> </div><div>This includes:</div><div> </div><div>Ensuring timely, professional, and effective communication</div><div>Addressing client concerns and service issues proactively</div><div>Monitoring CSAT and service quality metrics</div><div>Acting as an escalation point for client-facing issues when needed</div><div>Reinforcing a high standard of client experience across the team</div><div> </div><div>Reporting & Performance Management</div><div> </div><div>You are responsible for visibility into team performance.</div><div> </div><div>This includes:</div><div> </div><div>Tracking KPIs such as SLA performance, utilization, and ticket quality</div><div>Reporting on team performance to leadership</div><div>Identifying performance gaps and implementing corrective actions</div><div>Driving continuous improvement through data and metrics</div><div> </div><div><strong>Required Experience & Qualifications</strong></div><div> </div><div>5+ years of experience in an MSP or IT support environment</div><div>3+ years of experience in a leadership, supervisor, or team lead role</div><div>Strong background in IT support across endpoints, Microsoft 365, and basic infrastructure</div><div>Experience with PSA tools (ConnectWise strongly preferred)</div><div>Solid understanding of service desk operations and ticket workflows</div><div>Experience managing SLAs, utilization, and support metrics</div><div> </div><div><strong>Required Competencies</strong></div><div> </div><div>To succeed in this role, you must demonstrate:</div><div> </div><div>Strong leadership and accountability mindset</div><div>Ability to manage people, performance, and expectations effectively</div><div>Excellent communication skills (internal and client-facing)</div><div>Strong operational thinking and organizational skills</div><div>Ability to balance technical understanding with business priorities</div><div>Confidence in making decisions and holding others accountable</div><div>Process-oriented mindset with a focus on consistency and scalability</div><div>Commitment to continuous improvement and team development</div><div> </div><div><strong>Performance Expectations</strong></div><div><strong> </strong></div><div>You will be evaluated based on:</div><div> </div><div>Service desk SLA performance and ticket efficiency</div><div>Team billable utilization and productivity</div><div>Quality and consistency of ticket documentation</div><div>Client satisfaction and service quality</div><div>Team development, retention, and performance improvement</div><div>Adherence to operational and technical standards</div><div>Ability to reduce escalations through team development</div><div> </div><div><strong>What Success Looks Like</strong></div><div> </div><div>Success in this role means building and maintaining a highly efficient, accountable, and technically strong service desk team.</div><div> </div><div>A successful IT Support Manager:</div><div> </div><div>Maintains a well-organized, high-performing service desk with strong SLA adherence</div><div>Develops technicians into higher-performing, more independent contributors</div><div>Ensures consistent, high-quality ticket handling and documentation</div><div>Reduces escalations through coaching and improved troubleshooting capability</div><div>Identifies and resolves operational inefficiencies proactively</div><div>Builds trust with clients through reliable and professional service delivery</div><div>Drives a culture of accountability, ownership, and continuous improvement</div><div>Uses data and metrics to make informed operational decisions</div><div> </div><div><strong>Why Join Lawgistics</strong></div><div> </div><div>High-performance, growth-focused environment</div><div>Clear structure and expectations</div><div>Opportunity to shape and scale a service desk team</div><div>Exposure to a wide range of client environments and technologies</div><div>Strong emphasis on technical growth and operational excellence</div><div> </div><div>If you are a technically strong MSP professional who thrives in leadership, accountability, and building high-performing teams, we want to hear from you.</div><div> </div>
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