Technical Support Manager (Direct applicants only | No recruiters or staffing agencies)

• Work from home in the Dallas-Fort Worth area, with no required office attendance, possibly client-site travel.
• Take ownership of daily desk performance, service quality and practical process improvements.
• Work with engineering and vendor specialists when advanced technical work needs additional expertise.

What you will do

• Carry an active ticket workload. Provide remote support by phone, email and ticketing system, and serve as the team’s primary technical escalation point.
• Manage queue priorities, ticket aging, coverage and service commitments. Keep clients updated and retain ownership through escalations.
• Coach technicians, review ticket quality, maintain customer runbooks and Wiki procedures, and report on backlog, recurring issues and service performance.
• Maintain Atera policies, alerts, patch schedules, agent deployments and reports. Investigate failed jobs, missing protection and client exceptions, and verify remediation.
• Run, troubleshoot and safely improve approved PowerShell scripts and automation with testing and documentation.
• Support Microsoft 365, identity, endpoint management, onboarding and offboarding, access permissions and connectivity. Triage security alerts and verify endpoint protection and backup status through established procedures.
• Coordinate advanced identity changes, major automation redesigns, infrastructure projects and complex security incidents with engineering, management or vendor specialists., * Briefly describe the help desk or IT support environment you have supported or led, such as an internal IT department or an MSP. What was your role?
• Briefly describe how you have led or mentored technicians while personally resolving support tickets.
• Which RMM or endpoint-management and email or endpoint-security tools have you administered? Briefly describe your hands-on work. Atera, Proofpoint, SentinelOne or comparable platforms are welcome.
• Briefly describe your hands-on Microsoft 365, Entra ID or Intune work and one PowerShell script or automation you have used or improved.

We welcome experienced internal IT and service desk leaders as well as MSP candidates. Experience with comparable tools is valuable; you do not need prior experience with every product in our stack. We provide onboarding to our tools and procedures.

• Four or more years of progressively responsible IT support experience in an internal IT department, service desk or managed services environment. MSP experience is preferred, not required.
• Demonstrated experience leading or mentoring technicians while personally resolving complex support issues.
• Hands-on Microsoft 365, Windows and identity support; RMM or comparable endpoint management and patching; practical PowerShell use; and email/endpoint security administration.
• Calm, clear client communication, dependable follow-through, strong prioritization and documentation another technician can use.
• Ability to work independently from home and collaborate effectively with the team.

Our technology environment

• RMM and automation: Atera, patching, reporting and PowerShell. Direct Atera experience is preferred; experience with NinjaOne, Datto RMM, ConnectWise Automate or comparable RMM/endpoint-management platforms is welcome.
• Cloud and identity: Microsoft 365, Microsoft Entra ID (Azure AD), Intune, Exchange Online, MFA, role-based access, SharePoint and OneDrive. Direct Entra ID and Intune experience is preferred; comparable identity and endpoint-management experience is welcome.
• Systems and networking: Windows 10/11, macOS, workstation hardware, Windows Server, Active Directory, Group Policy, TCP/IP, DNS, DHCP, VPN and SMB.
• Security and backup: SentinelOne, Proofpoint, Axcient x360, Keeper, FortiGate and Cato. Direct SentinelOne and Proofpoint experience is preferred; experience with comparable email-security, endpoint-protection and backup platforms is welcome.
• Communications: Zoom and RingCentral.

Education and certifications

Relevant education or equivalent practical experience. CompTIA A+, Network+, Microsoft 365, security and IT service management certifications are welcome, not required., * progressively responsible IT support: 4 years (Preferred)

$75,000-$80,000 annual base salary, depending on experience. Benefits include 401(k), health insurance, dental insurance, vision insurance and paid time off.

Work arrangement

This is a fully remote, work-from-home role for current residents of the Dallas-Fort Worth area of Texas only. Applicants outside DFW, including elsewhere in Texas or other states, will not be considered. Core Central Time hours and any defined on-call rotation, including frequency and compensation arrangements, will be discussed during hiring.

Apply with your resume. Be ready to discuss a support process you improved and how you handle difficult client escalations.

Direct applicants only. No recruiters or staffing agencies.

Pay: $75,000.00 - $80,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

NCC Data is a managed IT services provider looking for a Technical Support Manager who can lead our help desk and personally resolve tickets and escalations. You will coach technicians, keep clients informed, maintain our core platforms and make support more consistent. This is a role for someone who enjoys both solving technical problems and helping a team do better work. You will report to the Vice President of Operations.