LEVEL II MANAGER, 70K, ON SITE, GROWING MSP, WOODLAND PARK

About

Level 2 Support Technician / L1 Support Manager provides advanced technical support for end-users and managed clients, resolving escalated issues across endpoints, networks, and cloud services. This role is hands-on, process-driven, and customer-facing and team management —focused on Managing the L1 team, troubleshooting complex problems, improving documentation and workflows, and supporting service delivery in a fast-paced MSP environment.

Key Responsibilities

L1 Team Management

• Manage and support 5+ person L1 team with their daily ticket resolution
• Train L1 on support procedures and customer service skills
• Manage support tickets and client SLA & CSAT
• Assist in running our L1 BootCamp program

Advanced Technical Support & Escalations

• Resolve escalated Level 1 tickets involving complex desktop, application, identity, network, and cloud issues.
• Deliver high-quality end-user support across phone, email, remote tools, and occasional on-site visits.
• Troubleshoot and remediate issues across Windows, macOS, and iOS environments, ensuring stable performance and security.
• Communicate clearly with end-users and stakeholders, setting expectations and providing timely updates through resolution.

Requirements

• 3+ years of IT support experience (MSP experience strongly preferred).
• Demonstrated ability to resolve complex issues independently and prioritize effectively in a ticket-driven environment.
• Strong troubleshooting skills across:
  • Windows and macOS endpoints; basic iOS support
  • Microsoft 365 / cloud productivity tools (support and admin familiarity)
  • Networking fundamentals (TCP/IP, DHCP, DNS, VLANs, Wi-Fi troubleshooting)
• Experience with documentation practices (knowledge base articles, SOPs, resolution templates).
• Customer-service mindset with excellent written and verbal communication.
• Comfortable supporting users remotely and occasionally on-site.

Preferred Qualifications

• Relevant certifications (nice to have): CompTIA Network+/Security+, Microsoft, Apple (ACSP), or equivalent.