IT Support Desk Manager

This role is for the Support Desk Manager of a small MSP tech team.  The position is located in Dublin, Ohio and time spent in this role will be in-house.  Linear 1 Technologies engages with a few hundred small and medium businesses, mostly in the Columbus area.  The IT Support Desk Manager will serve as the primary leader, implementing, managing, and running the day-to-day flow of the Support Desk to ensure the highest level of customer service. The ideal candidate will have the technical skills to manage the tasks at hand and experience working in an MSP environment.

What we are looking for in this role:

Applicants must possess a professional demeanor, be self-motivated, and have a strong desire to learn while maintaining flexibility and understanding that the scope of services and protocols will evolve along with our organization. In addition to technical aptitudes, this person is a good communicator and can manage people and processes well when the support desk staff and clients need strong guidance.  Applicants should be skillful at documenting actions within tickets and will work alongside telecom and senior engineers as needed for larger projects. This role will play a large part in creating processes needed to coordinate the team.  This role does have some people management responsibilities in so far as scheduling and setting task expectations, however, conflict resolution and other personnel issues need not be addressed by this role.

Position Responsibilities:

• Team Leadership:
  • Coordinate a team of 3-5 support desk technicians
  • Schedule off-site tasks and time-off to ensure adequate support desk coverage
  • Schedule and communicate on-call rotation
  • Foster a positive and collaborative work environment
• Helpdesk Operations:
  • Oversee the day-to-day operations of the IT support desk, ensuring timely and effective support for clients
  • Monitor ticket queues, prioritize tasks, and allocate resources appropriately
  • Takes ownership of ticket queues and follows through to ensure complete resolution
  • Implement and maintain ITIL best practices for incident, problem, and change management
  • Last line of defense for ticket documentation on actions taken which in part, assists in communicating billable parts and labor for clients
• Technical Support:
  • Troubleshoot/resolve escalated technical issues, providing hands-on assistance when necessary
  • Ensure the team follows established procedures for issue resolution and documentation
  • Collaborate with team members to address complex technical challenges
  • Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
• Customer Service:
  • In collaboration with our Customer Success department, uphold a high standard of customer service by addressing client concerns promptly and professionally
  • Ability to articulate technical information clearly and simply to non-technical people
• Performance Metrics:
  • Establish and monitor key performance indicators (KPIs) to measure the efficiency and effectiveness of the IT support desk
  • Analyze performance data to identify trends, bottlenecks, and areas for improvement
  • Document summary resolutions to larger issues for knowledge base

Knowledge, Skills, and Abilities:

This list of skills is required to be overflow support to the Support Desk team.

• Experience required with Windows desktop operating systems
• Configuration of standard Microsoft 365 and Exchange clients
• M365 administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup, forward mail to other accounts, add aliases, etc
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Experience with routers and firewalls
• Basic understanding of switches, hubs, patch panels and connecting nodes to a network
• General understanding of DNS services
• Basic working knowledge of Firewall Technologies – Arista, Meraki, Mikrotik etc.
• Backup Maintenance
• Understanding of and ability to install, configure and test workstation hardware
• Working knowledge of wireless technologies
• Knowledge of telecommunications/PBX is a plus (can be taught)
• Experience with Ubiquiti products & controllers is a plus
• Prior MSP experience is a major positive

Requirements of you:

• Experience leading a team or process
• Experience as a help desk technician (preferably MSP experience)
• Driven to provide amazing customer service
• MCP, A+ and Network+ certifications are a plus
• Must be able to lift up to 40 pounds at times
• Must be able to navigate client offices and reach items both high and low

Your team member benefits:

• Salary: $70,000 - $80,000 per year based on the combination of leadership and technical experience
• 50%+ company-paid health, dental, and vision benefits
• Life Insurance options
• Company match up to 3% of IRA plan
• 9 company paid holidays off plus sick/personal days

About us and what you can expect:

Linear 1 Technologies is an information technology managed service provider (MSP) delivering solutions for VoIP telecommunications, fiber Internet, IT network infrastructure, and cyber security.  Linear provides our clients with scalable, custom solutions tailored to their business needs.  Our goal is not to be a vendor, but rather a partner in our clients’ success.  Linear provides a fully outsourced IT department to businesses based in the Columbus, OH area. The MSP setting is a dynamic one for IT professionals; team members must be able to work within different tech environments as each client can have different tech solutions set up.