IT Technician Manager

Level 2 IT Technician Manager – MSP (Lakewood, NJ, On‑Site Visits as Needed)

The company is seeking a Level 2 IT Technician Manager to oversee daily operations within a Managed Service Provider environment. This role blends hands‑on L2 technical support with operational management of technicians, ticket flow, and onsite dispatching. The position is based in Lakewood, New Jersey
, operating during standard U.S. business hours, with the ability to occasionally visit client offices when required.

• Monday–Friday:
  Standard U.S. business hours
• Occasional after-hours availability for escalations is a plus
• Ability to travel locally to client sites as needed

• Manage communication primarily through email, with supplemental phone interaction as needed.
• Balance technician workloads and ensure SLA compliance across all clients.
• Monitor ticket queues, prioritize tasks, and ensure timely follow‑ups.
• Take ownership of tickets when necessary, using sound judgment to determine next steps and timelines.

• Oversee daily activities of L1/L2 technicians, providing direction, support, and oversight.
• Coordinate onsite dispatching, including technician assignments and scheduling.
• Maintain real‑time visibility into technician locations, availability, and progress.
• Support escalations within L2 scope (not an L3 engineering role).

• Manage day‑to‑day operational flow to ensure smooth service delivery.
• Track equipment, deliveries, and onsite logistics from dispatch to arrival.
• Ensure accurate scheduling, resource allocation, and time management.
• Maintain oversight of ticket life cycles and intervene when necessary.

• Handle regular L2 desktop support tickets, including troubleshooting, software issues, and endpoint support.
• Assist with escalations requiring L2 expertise.
• Ensure proper documentation, ticket notes, and adherence to MSP standards.

• Enforce internal processes, workflows, and automation standards.
• Identify inefficiencies and recommend improvements to enhance service delivery.
• Support broader operational initiatives and contribute to continuous improvement.
• Ensure technicians follow established procedures and automation paths.

• Experience in an MSP environment (strong advantage).
• Proven background as a Level 2 IT Technician.
• Experience managing or coordinating technicians or service desk teams.
• Strong written and verbal communication skills.
• Excellent organizational and multitasking abilities.
• Ability to make operational decisions confidently without L3 engineering knowledge.
• Familiarity with ticketing systems, dispatch tools, and workflow automation.
• Must be based near Lakewood, NJ
  , with the ability to visit client offices when required.

Compensation: $90,000 per year