IT Helpdesk Team Manager

Job description

Description The AME Group The AME Group is a nationally recognized leader in Managed IT Services, known for empowering businesses through smart technology and strong partnerships. We’re looking for emerging leaders who are ready to grow their careers in a collaborative, people-first environment where initiative, accountability, and client focus are valued and rewarded. Are you ready to take the next step in your IT support career in a fully remote role? About the Role: We’re looking for a Squad Manager to lead a high-performing support team, deliver exceptional client service, and ensure smooth day-to-day operations. This role combines technical support , team leadership , and service delivery management within a fast-paced MSP environment. What You’ll Do: Client Support & Service Delivery: - Maintain strong phone presence and ensure reliable squad coverage. - Respond to client inquiries via phone, email, and tickets with professionalism and urgency. - Own issues from intake through resolution, keeping clients updated throughout. - Troubleshoot technical issues and escalate when appropriate. - Document all interactions and solutions clearly in the service desk system. - Meet SLAs a...