Our Vision: Be the best at what we do. Our Mission: Improve lives through technology.
Summary:
C Spire is seeking a hands-on, data-driven Senior Manager, Managed Services Support to lead and transform our organization. This individual will own the performance, structure, and evolution of our multi-tier support teams including our First Call Resolution team, Event Management, and Support Engineering.The ideal candidate brings deep experience in MSP or large-scale help desk environments, a sharp technical skill set, and a strong command of KPIs like SLA/OLA compliance, NPS, and ticket velocity. You will drive day-to-day operations, enforce workflows and escalation processes, and serve as the senior escalation point for high-impact customer issues.
This is a transformational leadership role: the support organization is undergoing a complete re-alignment, and this role will be critical to driving cultural and operational change across the team.
Responsibilities:
Lead and develop a team of support managers overseeing all support tiers, including FCR and Event Management
Enforce operational excellence through standardized processes, documentation, and escalation procedures
Serve as the senior technical escalation point for complex or urgent support issues
Own KPIs such as SLA/OLA attainment, NPS, MTTR, backlog volume, and first call resolution
Implement and refine ServiceNow-based workflows, ticket triage, and task automation (RPA)
Champion performance management and coaching for support teams to ensure accountability and growth
Engage directly with clients as needed, particularly in escalated or sensitive scenarios
Foster a culture of data-driven decision making and continuous improvement
Partner with senior leadership on support strategy and transformation planning
Qualifications:
Required Qualifications
7+ years of experience in technical support or help desk environments, with at least 3 years in a supervisory role directly managing people.
Proven experience in a Managed Services Provider (MSP) or large enterprise support setting
Strong working knowledge of ticketing systems (ServiceNow preferred), PSA tools, and support automation
Demonstrated ability to lead through change and rebuild/reshape technical teams
Hands-on technical proficiency in at least one of the following areas: Networking, Cloud Infrastructure, Cybersecurity, or Unified Communications
Strong written and verbal communication skills, especially in handling high-stress client interactions
Results-oriented mindset with a passion for KPIs, performance dashboards, and root cause analysis
Preferred Qualifications
Active or recent certifications such as:
CCNP or Fortinet NSE 4+
VCP-DCV or equivalent VMware certification
Microsoft Azure Administrator (AZ-104), Microsoft 365 Certified: Modern Desktop Administrator, or related
This role touches a broad stack of enterprise and midmarket technologies across multiple client verticals. Familiarity with the following is a strong advantage:
Networking & Security: Cisco, Meraki, Fortinet (FortiGate, FortiAnalyzer, etc.)
Cloud & Virtualization: VMware vSphere, Microsoft Azure, Office 365, Hyper-V
Identity & Access: Duo, Azure AD, SAML, MFA, Cisco Umbrella
Backup & DR: Veeam, Zerto
Infrastructure: Dell Servers & Storage, Nutanix (bonus)
Automation & Tooling: ServiceNow, RPA platforms, PSA systems (ConnectWise, etc.)
If you want to work hard, achieve a lot, and make a difference, then C Spire is the place for you.
Top Skills
What We Do
C Spire is a technology company that delivers the best wireless, home and business experiences around, right where you live. Blazing-fast 5G. Gigabit fiber internet. And world-leading business solutions.
Aspire to more. Apply today at cspire.com/careers.
