IT Support Manager (2258)

Who We Are  

Aldridge is a leading Managed Service Provider (MSP) offering scalable IT and cybersecurity solutions to fast-growing, small to mid-market businesses in the US. Founded in 1984, this private equity-backed company is a technology management consulting, and outsourcing firm that provides best-fit solutions through a tailored approach and local relationships. With offices in Houston, Dallas, Fort Worth, San Antonio, Alexandria, Monroe and Seattle, the company’s unwavering dedication, superior technical expertise, and keen understanding of business processes have transformed it into a trusted partner for its clients. With a strong reputation for delivering high-quality services, Aldridge is committed to helping its clients optimize their technology infrastructure and achieve their business goals.  

IT Support Manager

Aldridge is a forward-thinking organization committed to delivering innovative technology solutions and exceptional service to our clients. We are seeking a highly motivated and results-driven IT Support Manager to join our team. This position provides an exciting opportunity to lead impactful projects, contribute to the continuous improvement of our support services, and grow within a collaborative and dynamic environment. As an IT Support Manager at Aldridge, you will play a key role in ensuring the success of our IT support operations while driving team development and client satisfaction.

Position Overview: 

The IT Support Manager in a Managed Service Provider (MSP) environment is responsible for overseeing the day-to-day operations of the technical support team, ensuring the delivery of high-quality IT services to clients. The role involves managing support ticketing systems, coordinating with clients to resolve technical issues, optimizing service delivery processes, and ensuring that service level agreements (SLAs) are met. The Technical Support Manager plays a key role in maintaining customer satisfaction, improving team performance, and driving continuous improvement in service offerings.

Key Responsibilities:

• Lead and manage a team of technical support specialists and support engineers, ensuring accountability, productivity, and a high-performing team environment.
• Own day-to-day service delivery performance for the assigned team, including CSAT, SLA/SLO attainment, ticket quality, and resolution times.
• Monitor team performance metrics and take proactive steps to address gaps, ticket backlogs, and emerging client concerns.
• Serve as the first-level escalation point for technical and client issues within the team, resolving issues before they require Senior Service Manager involvement.
• Ensure team adherence to defined processes, communication standards, and service delivery expectations.
• Conduct regular one-on-ones, team meetings, and performance reviews to provide consistent feedback, coaching, and development.
• Partner with the Senior Service Manager to identify recurring issues, staffing needs, and opportunities for process improvement.
• Support the hiring, onboarding, and development of team members.
• Maintain accurate and timely reporting on team performance and client satisfaction metrics.
• Coordinate client communication during incidents or outages, ensuring timely updates and swift resolution.

Qualifications:

• Minimum of 3–5 years of experience in IT service delivery, technical support, or a managed services environment.
• At least 1–2 years of experience in a team lead or supervisory role within a technical support or MSP setting.
• Hands-on experience with IT systems, networks, and service management tools; familiarity with ticketing systems (e.g., ConnectWise, Autotask) required.
• Strong understanding of SLA/SLO management, ticketing workflows, and client communication best practices.
• Demonstrated ability to lead and develop a technical team in a fast-paced, client-focused environment.
• Relevant certifications (e.g., ITIL, CompTIA, Microsoft, or vendor-specific) are a plus.
• Strong communication and interpersonal skills with a client-service orientation.

Hybrid work schedule   

• Optional work from home days are Mondays and Fridays   
• Required in-office days are Tuesdays, Wednesdays and Thursdays  
• Travel will be required up to 50% within territory  

Additional Requirements  

• Physical ability to stand, walk or sit for extended periods  
• Must be comfortable with periodically lifting 25 pounds  

Aldridge Core Values:   

• Build Trust – We continuously earn the trust of our partners through genuine, transparent communication, and unflinching accountability.   
• Take Swift, Meaningful Action – When every second matters, we drill to the core question and act decisively.  
• Create Best-Fit Solutions – We create the most value for the least added overhead and complexity.   
• Evolve & Improve – We know the power of a growth mindset. We do not let fear of failure stop us from finding new, and better ways to do things.  

Benefits: 

• Competitive Salary and Incentive Plan 
• Generous Employer Contribution to Health Benefits Package 
• 401(k) Matching 
• 4 Weeks Paid Time Off per year, plus additional days for community service 
• Ongoing Training and Professional Development Opportunities 
• Free Snacks and Beverages! 
    

Aldridge is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender, age, veteran status, or any other basis covered by appropriate law. We celebrate diversity and are committed to creating an inclusive environment for all our employees. All employment is based on qualifications, merit, and business needs