IT Support Manager

A bit about Lyra…

Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Support Manager– Altourage, a Lyra Technology Group company 

We are seeking a highly skilled and driven Support Manager to join our team. As a Support Manager, you will empower your team to collaborate effectively with other internal departments and deliver extraordinary client care to our clients. You are responsible for mentoring and training your team and ensuring they adhere to our best practices. While not a sales role, you will collaborate with your direct reports and our vCIO team to develop business, technology, and security strategies for your assigned clients. You will participate in and lead regular client meetings to drive forward opportunities and resolve client care pain points. Your team looks to you as a leader, and we depend on you to provide the tools necessary for them to excel at their roles. The Support Manager is one of our clients’ first points of contact for their support requests, and it’s crucial for us to present a friendly, confident and insightful representation of our company.

About Altourage…
Altourage is a leading managed services provider specializing in IT and cybersecurity solutions. With a diverse clientele spanning financial services, professional services, as well as other sectors, they are committed to delivering top-notch technology solutions tailored to our clients' unique needs.

Your work as a Support Manager has several components: 

Account Management and Client Care
•    Proactively managing key client relationships to ensure satisfaction and identify opportunities for growth, including regular client status meetings and strategic business reviews (SBRs).
•    Coordinating with your team to review significant changes to a client’s technology stack, helping to identify scope and prepare projects/proposals.
•    Handling escalations from clients stemming from work completed or communication on service tickets, and working with the Director of Support to resolve those concerns. 
•    Reviewing ticket reports for patterns to identify areas of focus for efficiency and sales opportunities.

Ticket Management  
•    Working with your colleagues to support clients by ensuring that your tickets are handled properly.
•    Managing your calendar and workload to respond to requests within our contractual SLA requirements.  
•    Correctly accounting for your time and properly documenting your assigned tickets.
•    Identifying root causes for issues that may require proactive work to reduce recurring tickets and improve overall service.    
•    Coordinating cross-departmental collaboration to resolve escalated technical issues.   
•    Abiding by our security and confidentiality requirements.

   
Team Management
•    Working with the DoS and your team regarding any substantive changes required in client workflow processes so that we maintain standards across the company.
•    Auditing and validating client workflow documentation.
•    Identifying and resolving problem or stalled tickets for all team members.

Hiring, Onboarding and Development
•    Facilitating monthly 1:1 development meetings with each of your direct reports.   
•    Participating in periodic formal, documented reviews with members of your team.    
•    Identifying development opportunities for your direct reports, aimed at nurturing the skills or passions they are pursuing.   
•    Interviewing and assessing potential candidates for the support department.   
•    Consulting with the DoS to review support team metrics, competencies and overall performance.  
•    Participating in our internal training program for new hires.

  
Technology Management  
•    Coordinating with the Security and Technology teams to help design, configure, install and maintain clients’ front and back-end infrastructure systems, including servers, networks, cloud systems, security systems and                workstations.  
•    Consulting with the DoS to identify opportunities for improving internal tools and services.   
•    Empowering team members to develop and maintain comprehensive knowledge of their clients, including unique technical profiles, personalities, and workflow requirements, by providing necessary resources and support.

Our ideal Support Manager has the following qualifications:
•    Previous MSP experience.
•    Demonstrated experience in a supervisory/lead role.
•    IT Technician a plus but not required (e.g. CompTIA NET+, Microsoft Certifications.)  
•    Intermediate technical knowledge of the following systems or services: 
      *Windows Server Operating Systems  
      *Networking and Firewalls (Cisco Meraki)
      *Microsoft 365 and Google Workspace administration
      *Intune MDM + Policies
      *Windows and macOS desktop support
•    Working knowledge of the following systems or services: 
     *Virtualization platforms (VMware/Hyper-V)  

The target salary for this role is $100,000-$110,000 per year and will operate mainly on a remote basis with ability to commute to NYC office upon request (typically 1-4 times a month). If you're motivated by meaningful client relationships, strategic selling, and a dynamic work environment, we want to hear from you!