IT Technical Support Manager

Job DescriptionJob Description

The IT Technical Support Manager is at the front line of Les Olson IT's superior customer service. Driven by a love for managed services, helping people, and tracking team member performance, this leader ensures the seamless operation of the Technical Support desk while fostering a culture of excellence, collaboration, and client satisfaction. They inspire and guide the service desk team, acting as both a visionary leader and a hands-on contributor. With a focus on optimizing team performance, managing escalations, and leveraging data-driven insights, this individual continuously improves service operations to align with our mission of delivering secure and transformative IT solutions.

What You'll Do

Lead and Build an Amazing Team

• Foster a collaborative, supportive environment where team members can thrive.
• Develop a new hire training program that turns potential into performance.
• Coach, mentor, and develop team members.
• Help create and achieve personal and team goals, celebrating every win along the way.

Drive Service Excellence

• Oversee the service desk operations to ensure clients get the support they need, when they need it.
• Serve as an escalation point for challenging tickets or customers with special needs.
• Cultivate not just technical skill development, but also impeccable documentation and customer service skills.
• Track and analyze KPIs, using ITIL standards to drive continuous improvement.
• Establish clear standards for performance, including clear guidelines on ticket escalation

Focus on Security and Innovation

• Lead with a cybersecurity-first mindset, ensuring client data and operations are protected.
• Work with leadership to improve and expand our service offerings.
• Stay ahead of industry trends to keep Insight IT at the cutting edge of managed services.

What You Bring to the Table

• A love for managed services, technology, and helping people.
• Strong leadership skills and a track record of building high-performing teams.
• A knack for solving problems and making data-driven decisions.
• Experience with tools like ConnectWise, remote monitoring systems, and ITIL best practices.
• Stellar communication and organizational skills.

Requirements

• Minimum 5 years in IT or managed services.
• At least 3 years in a leadership or management role.
• Professional IT certifications (e.g., Microsoft MCP, Cisco CCNA) are highly .
• A drive to grow, learn, and be part of something extraordinary.

Why You'll Love Working Here

Unlike most technology companies, Les Olson has been in business for over 65 years. We're a family-owned company, and remain family-operated to this day. The company began at the Olson family dinner table and has since grown to over 300 employees spread across nine locations in two states.

We take great pride not only in offering attentive and effective service to our customers, but in providing our team members with an environment that enables growth and development, both professionally and personally. We invest in our team, working with each employee to design a fulfilling career path that grows and evolves as they do.

"Work/life balance" isn't just a meaningless buzzword at Les Olson. We are protective of our employees' personal time and make sure they have the resources they need to care for themselves and their families.

We offer:

• Paid Time Off
• Sick Days
• Paid Holidays
• 401k match + Pension
• Full Medical, Dental & Vision + HSA
• Mental health care coverage
• Life Insurance
• Local Volunteer Opportunities

Ready to take the lead and make an impact?

Join Les Olson IT in our Lindon office location and contribute to the Les Olson IT legacy of providing superior customer service.

Job Type: Full-time

Schedule:

• Monday to Friday, 8am to 5pm
• On call as needed
• Work Location: In person

Job Posted by ApplicantPro