IT Technician Manager – MSP
MUST HAVE MSP MANAGEMENT EXPERIENCE
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 Miami FL, operating during standard U.S. business hours, with the ability to occasionally visit client offices when required.
Work Schedule
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
Core Responsibilities
Operational Management
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.
Technician Leadership & Scheduling
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).
Daily Logistics & Dispatch Coordination
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 lifecycles and intervene when necessary.
Technical Responsibilities (Level 2)
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.
Process, Quality, and Automation
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.
Requirements
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 Miami FL , with the ability to visit client offices when required
#IND800
Full time and Consulting Company
We offer premium recruiting service in direct hire placement, contract staffing and temp-to-perm conversions.
For a broad base of a quality employee, consultant, and outsource pool throughout North America. We take pride in the fact that we work with some of the best clients in the world. From Fortune 100 international conglomerates to the grass roots shops.
EMPLOYERS
Hire accomplished C-Suite executives, consultants, and proficient employees for all positions in IT, Finance, Accounting, and Human Resources.
OUTSOURCING TO ISRAEL
For a portion of the cost of a US employee, obtain the skills of US trained professionals who live in Israel.
Employers
After all of the expenses are factored in, the cost of a bad hire can be 1.5 to 3.5 times the salary of the relevant job.
Allow Preston Harris Group to help make your next hire the perfect match for your project or position. When you need human capital assistance, you can rely on us to perform a thorough screening and in-depth evaluation for each employee you see.
We continually source for prime candidates for Information Technology, Accounting and Finance and Human Resources.
Full-Time employees
Consultants (We offer one of the lowest mark-ups in the industry for consultants)
Companies of all sizes call on us for highly skilled consultants who can hit the ground running to assist with projects ranging from web development and systems integration to network security and technical support.
Our hands-on, full-service approach, knowledge of the technology marketplace, and network of more than at Preston Harris Group, we believe in quality, not quantity. That means you will only meet with professionals that satisfy your company’s specific criteria. Because we appreciate that your time is valuable, we screen every candidate thoroughly. Our temporary division performs extensive knowledge and skill testing on every candidate before placing them with clients.
