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Franklin Fitch · 2 days ago

Information Technology Support Manager

Trenton, NJ

Full-time

Hybrid

Mid, Senior Level

$100K/yr - $100K/yr

3+ years exp

Franklin Fitch is seeking an Information Technology Support Manager to lead and support a team of technicians. This role involves overseeing operational performance, mentoring staff, and ensuring high-quality IT support services.

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Hiring Manager

Jessica Johnson-Marjanovic

Responsibilities

Lead and mentor technicians within a designated team by promoting teamwork, accountability, and strong communication; serve as the primary point of contact and delegate tasks as needed

Ensure the team is properly staffed and resourced by managing coverage for PTO/OOO, volume spikes, queue calls, and on-call schedules, while coordinating with other team leaders

Train and develop technicians through ongoing coaching and structured training across tools, processes, ticket reviews, queue call management, and ticket-handling best practices

Monitor day-to-day operational and performance metrics for the team, including ticket volume, response and resolution times, escalations, customer satisfaction, SLAs, and call volumes; identify trends or risks impacting service quality

Document feedback, challenges, and action items from weekly leadership meetings; escalate critical or out-of-scope issues and unhealthy trends to senior service leadership

Ensure technicians adhere to company policies, maintain accurate timesheets, and follow established processes; identify process gaps and collaborate with leadership on improvements

Keep service leadership informed of recurring issues, staffing or resource concerns, and any major changes impacting the service team

Qualification

Managed Service Provider experienceWindows Server environmentsMicrosoft 365Azure infrastructurePSA/ticketing systemsPeople managementCommunicationProblem-solving skillsOrganizational skills

Required

3+ years of experience in a Managed Service Provider (MSP) or high-volume IT support environment

Prior people-management or team-lead experience, with the ability to mentor, delegate, and hold others accountable

Strong technical background across Windows Server environments, Microsoft 365, Azure infrastructure and virtual networking, and core networking fundamentals

Experience working with PSA/ticketing systems in a service-driven environment

Clear and confident communicator with the ability to work cross-functionally and escalate issues appropriately

Strong problem-solving and decision-making skills in fast-paced, client-facing environments

Highly organized with strong documentation habits and attention to detail