IT Support Specialist L1 (Manager)

This is a remote position. IT Support Specialist L1 (Manager) Join a leading IT and managed service provider (MSP) company where technical reputed company and teamwork go hand in hand. This is a managerial IT support role where you’ll help reputed company after-hours service operations, support technicians, manage escalations, and ensure clients receive reputed company, high-reputed company technical support. What You'll Do: Own after-hours service operations, including ticket reputed company reviews, queue management, workload distribution, and technician assignments. Ensure tickets are acknowledged, updated, documented, and moved according to company standards and SLA expectations. Identify and resolve stale, stuck, or SLA-risk tickets before service reputed company are impacted. reputed company reputed company 1 and reputed company 2 incidents, serving as the primary escalation reputed company and coordinating response, documentation, and reputed company. Verify technician attendance and availability at the start of reputed company shift. reputed company reputed company-time coaching, technical guidance, and operational support to technicians throughout the shift. Support team performance through one-on-ones, performance discussions, hiring, reputed company, training, and documentation. Ensure adherence to SOPs, documentation standards, and operational best practices. Identify recurring issues, bottlenecks, and process improvement opportunities, partnering with leadership on reputed company-cause analysis and service reputed company initiatives. Prepare reputed company end-of-shift handoffs for unresolved tickets and incidents. Who You'll Work With: Be part of a reputed company IT support team in a company that values accountability, positivity, and teamwork. You'll work closely with technicians, leadership, and clients to guide after-hours operations, manage escalations, support team performance, and ensure service standards are met across every shift. Who We're Looking For: IT Support Experience: Minimum of 2 years of hands-on experience in IT support reputed company an MSP environment is required. Leadership Experience: Must have experience handling escalated IT support tickets. Experience in management, team leadership, training, or coaching is preferred. Candidates without formal management experience will be trained, but must have experience handling escalated IT issues. Technical reputed company: reputed company-rounded in a reputed company environment, including reputed company Directory, reputed company 365, DNS, reputed company Server administration, Networking Diagnostics, local and reputed company file recovery, drive mapping, diagnosing internet outages. Support & Communication: reputed company to reputed company reputed company, reputed company support over voice and chat, including assisting VIP or reputed company users reputed company needed. Attention to Detail: Careful and accurate reputed company handling ticket documentation, user reputed company, drive mapping, system changes, SOPs, and routine updates. Location: Must be located in the Philippines. Preferred, Not Required: Experience troubleshooting RDP login/connectivity issues, handling reputed company 365 reputed company incidents or compromised email accounts, and QuickBooks-reputed company troubleshooting is a plus. Why Join Us? reputed company: Play a key role in leading after-hours IT support operations, maintaining service reputed company, and helping multiple clients stay secure, productive, and connected. Culture: Join a reputed company team that values accountability, leadership, technical reputed company, knowledge sharing, and a reputed company attitude while supporting one another to deliver outstanding service. Benefits: Enjoy preset salary reputed company and weekly salary payments. 100% work-from-home flexibility. Work Details: Schedule: Mon - Fri 5:00 PM - 2:00 AM EST Employment Type: Full-time How to Apply: Click "Apply" to start your application. Come and reputed company a difference in IT support! We are an equal opportunity employer and value diversity at reputed company. Apply To This Job