Join Our Growing Team as a Support Desk Manager!
At Next Level IT Pros, we’re a veteran-owned, fast-growing managed IT services provider run by engineers focused on automation and ease of use. Our laid-back, client-first culture values process, work-life balance, and making our team’s lives easier. We’re committed to delivering top-notch IT support while fostering a collaborative and supportive environment where personal well-being and professional growth thrive.
We take great pride in providing fast, quality service and proactively solving issues before they ever become something a client notices. We’re looking for a Support Desk Manager to lead our support team, currently three technicians with more on the way as we grow. You’ll keep the ticket queue running smoothly and make sure our clients keep getting the fast, personal service they’ve come to expect from us. If you love coaching technicians, solving problems before clients even notice them, and building a team culture people actually want to be part of, we’d love to hear from you!
What You’ll Be Doing:
- Team Leadership: You’ll manage our support desk, starting with a team of 3 technicians, balancing workload and keeping tickets moving.
- Ticket Oversight: You’ll monitor the queue across hardware, software, networking, and system administration on Windows, macOS, and iOS, stepping in on anything aging or escalated before it becomes a client problem.
- Coaching & Mentorship: You’ll run regular one on ones and coaching sessions, helping each tech sharpen their troubleshooting and client communication skills.
- Client Relationships: You’ll be the escalation point when a client needs more than a technician can offer, jumping in by phone to make things right.
- Performance Tracking: You’ll track metrics like response time, resolution time, and client satisfaction, and report on team performance to leadership.
- Professional Growth & Training: You’ll own our team’s training and professional growth program, making sure every technician is completing their required courses and learning pathways on schedule. This isn’t just for the techs, you’ll be expected to complete your own leadership training as part of your own growth here too.
- Process & Automation: You’ll work with our engineers to build and refine the tools, interfaces, and integrations that make day to day support easier.
- Hiring & Onboarding: You’ll help interview, onboard, and train new technicians as the team expands.
- Other Duties: Day to day responsibilities may also include handling escalations outside the ticket queue, ordering equipment, and coordinating technician and vendor scheduling, among other things as the role grows.
What Makes This Role Unique:
- Small, Tight-Knit Team: You’ll manage a lean team of 3 experienced technicians to start, not a call center. You’ll actually know your people.
- Healthy Workload: We prioritize a manageable technician-to-client ratio for the whole team, including you. No burnout culture here.
- Real Influence: You’ll have a direct line to the Director of Operations and a real say in staffing, process, and client strategy.
- Automation-First Mindset: We’re always building smarter tools so the team spends less time on repetitive work and more time solving real problems.
- Team Fun: We celebrate wins with lunches, dinners, and events that keep morale high.
What We’re Looking For:
- Leadership Experience: 1 to 2+ years leading, supervising, or mentoring a technical team, ideally in an MSP or IT support environment.
- A Real Passion for Developing People: You find genuine joy in coaching others and watching them succeed. Helping your team grow means as much to you as solving the tough tickets.
- Communication Skills: You’re comfortable on the phone with clients, especially when a situation needs a calm, confident voice.
- Technical Know-How: You don't need to be the most hands-on technician on the team, but you should be fluent enough in Autotask, IT Glue, Microsoft 365, Windows, macOS, iOS, and device management platforms like Intune or Apple Business Manager to guide your team, evaluate their work, and step in with confidence when a situation calls for it. Familiarity with Meraki or UniFi and VoIP platforms like GoTo Connect is a plus.
- Hands-On Training Ability: You know how to actually teach a skill, not just delegate it. Whether it's walking a tech through a new tool, building out a training doc, or running a hands-on session, you can break down technical concepts in a way that sticks.
- Experience: 4-5+ years in IT support with a strong technical foundation in server/network administration, cloud services, and IT security, plus a proven track record already leading, managing, or supervising a technical team. This role is not intended as someone's first step into leadership, we're looking for someone who has already done it successfully and knows what it takes to run a team well.
- Certifications: Microsoft, Leadership or ITIL-focused certifications are a plus, but not required.
- Location: This role is based in Lakewood Ranch, FL. We are looking for someone who lives near the area.
Why You’ll Love Working Here:
Financial Benefits:
- Health Stipend: A monthly boost to help cover your insurance or healthcare needs, on top of your base pay.
- Equipment Stipend: We’ll help you cover home internet and cell phone service, also on top of your base pay.
- Referral Bonuses: Help us find top talent and clients, and earn rewards!
- Performance Bonuses:Hit your goals and go above and beyond, and you'll be rewarded for it. Great work doesn't go unnoticed here.
Time Off and Work-Life Balance:
- Generous PTO: Start with 15 days off, growing to 20 days once you hit 24 months with us.
- Paid Holidays: 9 company holidays to enjoy as you please.
- Sick Leave: A full week off when you need it to recharge.
- Birthday Off: Your birthday is a paid day off to do whatever makes you happy!
- Set Work Hours: Core hours are Monday to Friday from 8 AM to 5 PM.
Professional Growth:
- Development Opportunities: We provide a budget for leadership training and certifications, along with a paid book program that rewards continuous learning and personal growth through reading. You’ll also have access to structured, role-based learning pathways to guide your own growth as a leader.
- Career Advancement: A clear pathway forward with dedicated mentorship from our Director of Operations.
Team and Culture:
- Supportive Environment: We value teamwork, collaboration, and a people-first mindset.
- Casual Attire: Work in comfort with a relaxed, business-casual vibe, with company polos for client-facing days.
- Team Building Events: Regular lunches, outings, and celebrations to build strong team bonds.
Work Flexibility:
- Primarily Remote: You’ll work from home most of the time, with occasional (once a month or two) in-person days with the team for coaching, collaboration, and hands-on work.
- Home Office Equipment Provided: We’ll set you up with everything you need for your home office, you’ll just need a dedicated work space.
- Work-Life Integration: Less commuting, more balance.
