Manager, Technical Support (Hybrid)

Herndon, VA
Full Time
Manager/Supervisor
The Support Manager at ISI is a people-first leader responsible for fostering a high-performing, collaborative, and customer-obsessed support team. Overseeing our Tier 1, Tier 2 ,  Tier 3 support  and Team Leads , this role is focused on developing talent, strengthening team culture, and driving service excellence through strong coaching, process improvement, and accountability. 

While a strong technical background is valuable, this role is not hands-on, it’s about developing people, enforcing good support habits, and building a best-in-class MSP support function. 

You’ll work closely with CSMs, Compliance, and Security teams to align efforts and deliver consistent customer outcomes. Familiarity with Microsoft 365, Google workspace and modern support tools (like HaloPSA), and MSP operations is essential. 
Key Responsibilities: 
  • Lead, mentor, and coach Tier 1, Tier 2 and Tier 3 support teams with a focus on professional development, team morale, and performance improvement 
  • Drive accountability for customer responsiveness, ticket hygiene, follow-through, and documentation practices 
  • Build and maintain support metrics dashboards (CSAT, SLA adherence, first response, resolution time, etc.) using tools 
  • Partner with Support Operations to improve workflows, knowledge base adoption, and cross-team alignment 
  • Drive cultural improvements by recognizing and reshaping current support habits to enhance team ownership and customer care. 
  • Collaborate with CSMs to ensure strong internal handoffs and positive customer experiences 
  • Support compliance-aligned operations (CMMC, NIST 800-171) through documentation and process discipline 
  • Participate in resource planning, capacity tracking, and onboarding of new support hires 
  • Bring structure to 1:1s, goal setting, and regular team coaching sessions 
Preferred Education and Experience: 

This position requires applicants to have current, interim eligibility or previous security clearance.

  • Candidates must have held or currently hold a clearance, or have documented eligibility based on a favorable background investigation.
  • Interim clearances will be accepted for consideration.
  • All clearances are encouraged to apply.
  • U.S. citizenship is required by federal regulation.

Applicants without any of the above will not be considered at this time due to contract requirements.

  • 4 – 6+ years of experience managing or mentoring a Helpdesk or Support team, in an MSP environment 
  • Strong people leadership skills, focused on development, coaching, and team performance 
  • Familiarity with Microsoft 365, Windows environments, and endpoint fundamentals 
  • Aptitude for learning support tools (HaloPSA) 
  • Comfortable using metrics to drive accountability and process improvement 
  • High emotional intelligence, active listening skills, and the ability to coach through conflict 
  • Bonus: Exposure to compliance-aligned support frameworks (CMMC, NIST 800-171) 
  • Certifications such as MS-900, AZ-900, or ITIL Foundation are a plus 
What we offer:  
  • Competitive salary range: $110,000 -$120,000    
  • Comprehensive benefits package, including generous PTO.   
  • Flexible hybrid work schedule.   
  • Opportunities for professional growth and training.   
  • A collaborative and innovative company culture that values teamwork and continuous improvement.   
Industrial Security Integrators, LLC (“IsI”) is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law and to provide advancement opportunities for minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions. 
 
 
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