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IT Tier 2 Manager ( REMOTE )

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IT Tier 2 Manager

Location

Remote

Position Summary

The IT Manager oversees all Tier 2 technicians—both onsite and remote—ensuring efficient service delivery, adherence to SLAs, and continual improvement across the IT support function. This role manages scheduling, personnel development, and operational issues while also serving as a technical escalation point for complex challenges. The IT Manager interfaces directly with clients to foster positive relationships, ensure satisfaction, and strengthen trust in the organization’s technical services.

Key Responsibilities

Team Leadership & Management

· Lead and manage all Tier 2 support technicians (onsite and remote).

· Develop, coach, and mentor team members to enhance technical skills, professionalism, and customer service capabilities.

· Manage scheduling, coverage, and workload balancing to ensure consistent SLA adherence.

· Conduct regular performance reviews and implement development plans aligned with individual and team goals.

Client Relationship Management

· Act as a primary technical liaison for key clients, ensuring clear communication, responsiveness, and satisfaction.

· Build and maintain strong relationships with client stakeholders to promote confidence in IT operations and support delivery.

· Collaborate with account management and service delivery teams to address client feedback, recurring issues, and service improvement opportunities.

· Participate in client meetings and service reviews, providing updates on performance metrics, project status, and ongoing improvements.

Operational Excellence

· Drive continual service improvement initiatives focused on efficiency, quality, and customer satisfaction.

· Monitor ticket queues, response times, and resolution performance to maintain SLA compliance.

· Collaborate with Tier 1, Tier 3, and other departments to optimize workflows and communication.

· Ensure adherence to IT policies, procedures, and best practices.

Technical Escalation & Support

· Serve as the escalation point for complex or high-impact technical issues.

· Provide support for escalated incidents, root cause analysis, and major outage resolution.

· Partner with system administrators, network engineers, and other technical specialists to resolve cross-functional issues efficiently.

Strategic & Administrative

· Identify trends, recurring issues, and opportunities for automation or process optimization.

· Assist in planning and execution of IT projects and initiatives.

· Prepare and deliver reports on team performance, SLA metrics, and improvement plans.

· Develop and maintain standard operating procedures and knowledgebase documentation.

Qualifications

Education & Experience

· Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

· 5+ years of IT support experience, including 2+ years in a supervisory or team lead role.

· Strong understanding of IT service management (ITSM) principles within SLA-driven environments.

Skills & Competencies

· Proven leadership and team management abilities.

· Excellent client-facing communication and relationship-building skills.

· Strong troubleshooting and problem-solving capabilities across desktop, server, and network technologies.

· Effective multitasking and prioritization in fast-paced environments.

· Experience with ConnectWise PSA or similar IT management platforms preferred.

· Certifications such as CompTIA Network+, A+, or ITIL Foundation are a plus.

Key Performance Indicators (KPIs)

· SLA compliance and customer satisfaction scores

· Client relationship strength and retention

· Team productivity and utilization metrics

· Reduction in escalated incidents and repeat issues

· Implementation and success of process improvements

Company Description
Enterprise Integration, acknowledged by CRN as one of North America's top managed service providers , is headquartered in Jacksonville, Florida. EI is an onshore IT managed service provider and is uniquely qualified to meet your needs. EI, through digital robotics technology, delivers a comprehensive solution designed to increase user productivity, decrease risk, and provide a predictable cost model for IT all with world-class customer service. We have the right people, processes, and tools to provide your company with the highest quality and most flexible solutions to meet your specific needs.

To learn more about us and our suite of services, visit
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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