IT Service Manager (Level 2/3)

Computer Doc is hiring an experienced IT technician to take over day-to-day service delivery for our managed services clients and grow into running it. You’ll work escalated tickets, handle onsite visits across the Charlotte metro, lead client onboardings, and keep our documentation current. You report directly to the owner, and within two years you should be the person running Computer Doc’s service operation while the owner focuses on the company’s next line of business.

This is not an entry-level role and it is not a desk job. We’re looking for someone who has been the senior tech at a small MSP or the go-to IT person for a group of small businesses, can walk into a client site alone and handle whatever is there, and wants more responsibility than their current seat offers.

About Computer Doc

Computer Doc has supported Charlotte-area businesses since 1997. We manage networks, Microsoft 365, endpoints, and security for about 20 business clients across healthcare, nonprofit, public safety, dental, HVAC, and distribution, with a 24/7 Support Desk partner behind us for after-hours coverage. We’re a small team, so you’ll see the whole picture: the client, the ticket, the fix, and the follow-up.

What you’ll do

Service delivery

• Own the escalated ticket queue in our PSA (Kaseya BMS), prioritizing by severity and client agreements
• Troubleshoot and resolve Windows 10/11 workstations and laptops, printers, peripherals, and mobile devices (occasional macOS)
• Administer Microsoft 365 and Entra ID across client tenants: accounts, mailboxes, licenses, permissions, MFA, device enrollment, Office deployment
• Diagnose and fix network issues involving firewalls, switches, Wi-Fi, and VPN (UniFi is our standard)
• Work through our RMM (Kaseya VSA) and remote access tools; respond to alerts
• Escalate to the owner or our security partners with clear notes on what you’ve already done
• Coordinate with our Support Desk partner (The 20) on hand-offs

Onsite and projects

• Travel to client sites across the Charlotte metro for repairs, installs, and anything that can’t be done remotely
• Deploy workstations, laptops, printers, and network equipment (switches, APs, gateways); cabling cleanups and the occasional rack or server job
• Lead client onboardings and small projects: new office setups, network refreshes, migrations
• Build and image workstations to our standard before delivery
• Handle warranty claims, RMAs, and vendor tickets (ISPs, phone/internet provider, Microsoft licensing distributor)

Documentation and client relationships

• Log all work, time, and resolutions in the ticketing system the same day
• Keep client documentation current in IT Glue: configurations, passwords, network details, procedures. If it isn’t documented, it isn’t done
• Follow up with clients to confirm issues are resolved; be a name clients know and trust
• Help with patching, backup checks, and routine maintenance on managed systems
• Keep the shop running: stock, bench, and parts

Growth path: running service delivery

• Months 0-6: learn the clients, the stack, and the documentation. Ride along with the owner on client visits, then take over the ticket queue and routine onsites.
• Months 6-12: own the queue and the onsite calendar. Lead client onboardings. Primary contact for our Support Desk partner and vendor escalations. Owner steps back from day-to-day tickets.
• Months 12-24: run service delivery. Responsible for client satisfaction, scheduling, parts and stock, and first-line client relationships. Owner is remote for stretches; you run the office. Compensation review at this point.

• 4+ years of hands-on IT support or field service experience, with at least 2 at an MSP or supporting multiple small-business clients
• Solid Microsoft 365 and Entra ID administration (Exchange Online, Entra, Intune basics)
• Networking you can apply on site: VLANs, DHCP/DNS, firewall rules, Wi-Fi. UniFi experience is a plus
• Comfortable with hardware: workstations, laptops, printers, network gear, basic server work
• Experience with an RMM and a PSA (Kaseya, Datto, NinjaOne, ConnectWise, N-able, Autotask)
• You write clearly. Ticket notes, client emails, and documentation are a big part of the job
• You can work a client site alone, make a judgment call, and know when to call for help
• Valid driver’s license, clean driving record, and reliable transportation for client site visits (mileage reimbursed)
• Able to pass a background check

Nice to have: CompTIA A+/Network+/Security+, Microsoft MS-102 or MD-102, Windows Server or Azure experience, Cisco CCNA or Ubiquiti UniFi certification, prior experience with Huntress, ThreatLocker, Datto or Slide backup, or Cytracom.

Computer Doc · Indian Trail, NC · Full-time, salaried · $58,000-$70,000 · On site with local travel, * Split time between the office, remote support, and client sites, with regular local travel

• Lift and carry equipment up to 50 lbs; work under desks, in server closets, and at ladder height
• Occasional after-hours project work (network cutovers, migrations) scheduled in advance
• No on-call rotation. Our Support Desk partner covers nights and weekends; you are not the on-call phone.

Schedule, pay, and benefits

• Monday-Friday, 8:30 AM-5:30 PM, based at our Indian Trail office
• $58,000-$70,000 salary, based on experience, with a compensation review when you take over service delivery
• Paid time off and holidays
• Company retirement plan with employer contribution
• Mileage reimbursement at the IRS standard rate for client travel
• Company phone and laptop
• Training and certification reimbursement
• Membership in a national MSP peer community with weekly technical sessions
• We do not currently offer health insurance, * Paid time off
• Professional development assistance
• Retirement plan