IT Support Specialist L1 (Manager)

This is a remote position.

IT Support Specialist L1 (Manager)

Join a leading IT and managed service provider (MSP) company where technical excellence and teamwork go hand in hand. This is a managerial IT support role where you’ll help lead after-hours service operations, support technicians, manage escalations, and ensure clients receive timely, high-quality technical support.

What You'll Do:

• Own after-hours service operations, including ticket board reviews, queue management, workload distribution, and technician assignments.
  
• Ensure tickets are acknowledged, updated, documented, and moved according to company standards and SLA expectations.
  
• Identify and resolve stale, stuck, or SLA-risk tickets before service levels are impacted.
  
• Oversee Priority 1 and Priority 2 incidents, serving as the primary escalation point and coordinating response, documentation, and resolution.
  
• Verify technician attendance and availability at the start of each shift.
  
• Provide real-time coaching, technical guidance, and operational support to technicians throughout the shift.
  
• Support team performance through one-on-ones, performance discussions, hiring, onboarding, training, and documentation.
  
• Ensure adherence to SOPs, documentation standards, and operational best practices.
  
• Identify recurring issues, bottlenecks, and process improvement opportunities, partnering with leadership on root-cause analysis and service quality initiatives.
  
• Prepare clear end-of-shift handoffs for unresolved tickets and incidents.
  

Who You'll Work With:

Be part of a collaborative IT support team in a company that values accountability, positivity, and teamwork. You'll work closely with technicians, leadership, and clients to guide after-hours operations, manage escalations, support team performance, and ensure service standards are met across every shift.

Who We're Looking For:

• IT Support Experience: Minimum of 2 years of hands-on experience in IT support within an MSP environment is required.
  
• Leadership Experience: Must have experience handling escalated IT support tickets. Experience in management, team leadership, training, or coaching is preferred. Candidates without formal management experience will be trained, but must have experience handling escalated IT issues.
  
• Technical Foundation: Well-rounded in a Windows environment, including Active Directory, Microsoft 365, DNS, Windows Server administration, Networking Diagnostics, local and cloud file recovery, drive mapping, diagnosing internet outages.
  
• Support & Communication: Able to provide clear, professional support over voice and chat, including assisting VIP or priority users when needed.
  
• Attention to Detail: Careful and accurate when handling ticket documentation, user access, drive mapping, system changes, SOPs, and routine updates.
  
• Location: Must be located in the Philippines.
  
• Preferred, Not Required: Experience troubleshooting RDP login/connectivity issues, handling Microsoft 365 security incidents or compromised email accounts, and QuickBooks-related troubleshooting is a plus.
  

Why Join Us?

• Impact: Play a key role in leading after-hours IT support operations, maintaining service quality, and helping multiple clients stay secure, productive, and connected.
  
• Culture: Join a collaborative team that values accountability, leadership, technical growth, knowledge sharing, and a positive attitude while supporting one another to deliver outstanding service.
  
• Benefits:
  • Enjoy preset salary growth and weekly salary payments.
    
  • 100% work-from-home flexibility.
    

Work Details:

• Schedule: Mon - Fri 5:00 PM - 2:00 AM EST
  
• Employment Type: Full-time
  

How to Apply:

Click "Apply" to start your application. Come and make a difference in IT support!

We are an equal opportunity employer and value diversity at our company.