MSP IT Manager

Job Description

Job Description

IT Technician Manager – MSP

Position Summary

The company is seeking a Level 2 IT Technician Manager to oversee daily operations within a Managed Service Provider environment. This role blends hands-on L2 technical support with operational management of technicians, ticket flow, and onsite dispatching. The position is based in Miami FL , operating during standard U.S. business hours, with the ability to occasionally visit client offices when required.

Work Schedule

• Monday–Friday: Standard U.S. business hours

• Occasional after-hours availability for escalations is a plus

• Ability to travel locally to client sites as needed

Core Responsibilities

Operational Management

• Manage communication primarily through email, with supplemental phone interaction as needed.

• Balance technician workloads and ensure SLA compliance across all clients.

• Monitor ticket queues, prioritize tasks, and ensure timely follow-ups.

• Take ownership of tickets when necessary, using sound judgment to determine next steps and timelines.

Technician Leadership & Scheduling

• Oversee daily activities of L1/L2 technicians, providing direction, support, and oversight.

• Coordinate onsite dispatching, including technician assignments and scheduling.

• Maintain real-time visibility into technician locations, availability, and progress.

• Support escalations within L2 scope (not an L3 engineering role).

Daily Logistics & Dispatch Coordination

• Manage day-to-day operational flow to ensure smooth service delivery.

• Track equipment, deliveries, and onsite logistics from dispatch to arrival.

• Ensure accurate scheduling, resource allocation, and time management.

• Maintain oversight of ticket lifecycles and intervene when necessary.

Technical Responsibilities (Level 2)

• Handle regular L2 desktop support tickets, including troubleshooting, software issues, and endpoint support.

• Assist with escalations requiring L2 expertise.

• Ensure proper documentation, ticket notes, and adherence to MSP standards.

Process, Quality, and Automation

• Enforce internal processes, workflows, and automation standards.

• Identify inefficiencies and recommend improvements to enhance service delivery.

• Support broader operational initiatives and contribute to continuous improvement.

• Ensure technicians follow established procedures and automation paths.

Requirements

• Experience in an MSP environment (strong advantage).

• Proven background as a Level 2 IT Technician.

• Experience managing or coordinating technicians or service desk teams.

• Strong written and verbal communication skills.

• Excellent organizational and multitasking abilities.

• Ability to make operational decisions confidently without L3 engineering knowledge.

• Familiarity with ticketing systems, dispatch tools, and workflow automation.

• Must be based near Miami FL , with the ability to visit client offices when required

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