Inside IT Support Manager

Andrews & Associates IT Solutions, LLC, 6117 W Amarillo Blvd, Amarillo, TX Full-time, in-office. Reports to the VP of Operations. Compensation is set based on education, experience, and certifications.The short versionYou will run the team our clients reach first. Our inside support group is a technical call center and the tip of the spear for everything that goes wrong in our clients' day. Most issues are resolved within five minutes, and first-call resolution runs over 75 percent. Holding that standard while making sure the right calls get escalated, and escalated well, is the job.Who we areAndrews & Associates is a managed services provider in Amarillo supporting law firms, medical practices, banks and insurance agencies, county and municipal governments, and agriculture and energy operations across the Texas Panhandle and eastern New Mexico. Our clients operate in regulated industries, which means the work we do carries real consequences and real standards. We take that seriously, and we expect the people we hire to do the same.We are a relationship-first, customer service-centered organization. Our clients are not accounts, and they are not ticket volume. They are people running businesses that depend on the systems we maintain, and they deserve nothing less than our best effort and the full leverage of our talent applied to their problems and their goals. Care and empathy for the client are not soft skills here. They are the job.We promote from within. Our senior technicians and administrators came up through this seat. This is where the career starts, not where it stalls.What you will actually doLead, schedule, and develop our Level 1 inside techniciansOwn coverage. Build schedules that keep the phones answered through peak volume, PTO, and on-call rotationRun quality assurance. Review calls and tickets, measure them against our standards, and give feedback specific enough to change behaviorOwn the numbers that matter: first call resolution, time to resolution, escalation rate, and escalation qualityEnsure escalations are handled properly. Right target, right timing, diagnostic work attached, and followed until the client is closed outTrain new technicians through our Level 1 competency program, and keep the technicians you already have moving forwardTake the client escalations that need a manager's voiceWork with our Level 2 technicians, administrators, and the VP of Operations to close the gaps between tiersIdentify recurring issues and push them toward permanent fixes instead of repeat callsReport team performance, staffing needs, and trends to the VP of OperationsOur doctrine is simple: fix the customer, then fix the problem. If a client is frustrated, that gets addressed before the keyboard does. You set that tone for the whole team, every day, whether you mean to or not.Our resolution numbers are the product of good hiring, good training, and good judgment, not pressure. A manager who protects the metric by discouraging escalation does more damage than one who misses it. Your real work is building technicians who know the difference between a problem they should solve and a problem they should hand up, and making sure the handoff is clean when they do.What you needExperience leading a technical support team, help desk, or technical call centerTechnical credibility. You have done this work yourself and can tell whether a call was handled correctlyCoaching ability. You can listen to a recorded call and tell a technician how to be better without putting them on the defensiveComfort building schedules and managing coverage against real demandThe ability to turn support metrics into constructive coaching. The numbers tell you where to look, and the conversation that follows is what actually improves the technicianGenuine care for the people you are helping, clients and technicians alike. Empathy is a requirement of this role, not a bonus. The standard you hold is the standard your team will holdProfessional appearance and conduct. You represent us to clients when a call reaches youA valid Texas driver's license and an acceptable driving recordMust pass a criminal background check, including fingerprinting. Approval under the FBI CJIS Security Policy is a prerequisite for an offer. If you cannot be cleared, we cannot hire you, regardless of technical abilityAvailability outside normal hours and on call when the queue or an escalation requires itWhat helps you stand outPrior MSP or multi-client support environment experienceHands-on experience with a PSA platform such as ConnectWise, including reporting and queue managementExperience building or running a training program with defined competenciesExperience designing quality assurance scoring or call review processesA working support background in Microsoft 365, Windows, and Active DirectoryCompTIA A+ or Network+, or ITIL familiarityWhat we offerHealth, dental, vision coverage and life insurancePaid time off and paid holidaysRetirement planExam reimbursement for approved certifications upon successful completionA small team where your work is visible, your judgment is trusted, and you have a real say in how we do thingsHow to applySend your resume and a short note about a time you helped someone solve a problem they did not understand to careers@andrewsama.com.  We read every one.Questions? Call us at 806-242-1088.Andrews & Associates IT Solutions, LLC is an equal opportunity employer.