IT Support Manager

We are seeking one dedicated IT Support Manager to lead our small team of IT Technicians. This is a working leadership role - you will combine strong technical IT skills with team leadership and customer relationship management. You will guide the team, handle escalations, ensure excellent service delivery, and serve as a key customer-facing leader. We will train and mentor the right person who has solid IT skills, leadership potential, and a customer-first mindset., * Lead, mentor, coach, and develop a small team of IT Technicians - including one-on-ones, team meetings, training, performance guidance, and building a collaborative, high-performing, customer-first culture.

• Manage daily IT support operations: prioritize and delegate tickets and projects, monitor the ticket queue, ensure SLA compliance, timely resolutions, and consistent high-quality service across the team.
• Serve as the primary technical escalation point and hands-on resource for complex issues involving PC hardware/software, networking, user account provisioning/de-provisioning, basic Linux and Windows server administration, server patching, and VPN devices/clients.
• Act as a key customer-facing leader: handle escalations professionally, maintain strong business relationships, conduct regular check-ins or business reviews with key accounts, and ensure outstanding end-user experiences.
• Oversee ticket lifecycle management, documentation standards, and internal processes so the team delivers uniform, excellent support while keeping accurate records for tracking and improvement.
• Coordinate IT projects and resolve pending technical issues - working with the team, scoping work as needed, and ensuring successful implementation.
• Perform hands-on technical work as required, including complex troubleshooting, server and infrastructure support, and onsite customer visits.
• Identify opportunities to improve service delivery or expand solutions for customers; collaborate with ownership on growth initiatives and resource planning.
• Monitor key metrics (resolution times, customer satisfaction, SLA adherence) and drive continuous improvement in processes, tools, and team capabilities.
• Maintain excellent internal communication and rapport; support a positive, supportive workplace aligned with company values., This is a key role in our small but growing company. You will have real ownership over the success of our IT support team and the satisfaction of our customers. If you have solid IT skills, enjoy leading a small team, thrive on solving problems, and want to build lasting relationships with local businesses - we would love to talk with you.

Do you have experience in Windows?, Are you a strong IT generalist who enjoys both technology and leading people? Do you have excellent problem-solving skills and the ability to translate technical concepts clearly for customers? Are you comfortable being hands-on with complex issues while also mentoring a small team and managing customer relationships? Are you looking for a role where you can make a real impact in a local, growing company? If yes - WE WANT YOU!, * Strong IT technical skills and hands-on experience as an IT generalist: PC hardware/software troubleshooting, basic networking, Windows and Linux server administration, user account management, patching, and VPN support.

• 5+ years of experience in IT support, helpdesk, MSP, or similar technical environment, with demonstrated ability to handle complex issues independently.
• Leadership or mentoring experience, prefer 2+ years (formal or informal) - you enjoy helping others grow and can guide a small team effectively.
• Excellent written and verbal communication skills with the proven ability to translate technical verbiage into clear, customer-friendly language for an outstanding end-user experience.
• Highly self-motivated, resourceful, and organized; strong ability to manage multiple priorities, work well under pressure, and make sound decisions.
• Customer-service oriented with experience building rapport and maintaining positive business relationships.
• Ability to work flexible hours and regularly travel to customer sites (reliable transportation required; fuel reimbursement provided). Ability to lift/move electronic equipment up to 60 lbs.
• Must be authorized to work in the U.S. and able to pass any required background checks for customer sites.

Preferred (not required - we will train the right person):

• Previous experience as a Team Lead, Senior Technician, or in a customer-facing technical role (MSP experience is a plus).
• Industry certifications such as CompTIA A+, Network+, CCNA, or similar.
• Familiarity with common MSP tools, ticketing systems, or documentation platforms.
• Local knowledge of the Portland metro / Willamette Valley business community.

Pulled from the full job description

• Fuel reimbursement
• Professional development assistance
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Career development plan, * Competitive hourly pay: $20.00 - $40.00 per hour DOE (higher end for candidates with stronger leadership + technical experience)
• Full benefits package: Health insurance, Paid Time Off (PTO), Retirement plan, Professional development assistance
• Flexible schedule where possible
• Fuel reimbursement for all customer site travel
• Supportive, team-oriented culture with direct access to ownership
• Opportunity to grow with a local company that genuinely values its people and customers
• Comprehensive training and mentorship - we invest in helping the right person succeed and develop in the role, We review applications on a rolling basis and look forward to hearing from you. Rose City Solutions is an equal opportunity employer.

Thank you for considering a career with Rose City Solutions - where we help local businesses succeed with technology they can trust.

Pay: $20.00 - $40.00 per hour, * Health insurance

• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Rose City Solutions is a trusted local IT services provider serving small to medium businesses in the Portland metro and Willamette Valley area. We deliver hands-on PC support, server administration, networking, cybersecurity, and technology solutions with a personal, friendly approach. Our office is located just outside Dundee, Oregon.