IT Engineer Team Manager at The AME Group

Fishers, Indiana, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Client Support, Service Delivery, Mentoring, Performance Management, Troubleshooting, SLA Management, Process Improvement, Decision Making, Active Listening, Data Analysis, Communication, Ownership Mindset, Problem Solving, IT Support, Coaching

Industry

IT Services and IT Consulting

Description

Description The AME Group The AME Group is a nationally recognized leader in Managed IT Services, known for empowering businesses through smart technology and strong partnerships. We’re looking for emerging leaders who are ready to grow their careers in a collaborative, people-first environment where initiative, accountability, and client focus are valued and rewarded. Are you ready to take the next step in your IT support career? About the Role We’re looking for a Squad Manager to lead a high-performing support team, deliver exceptional client service, and ensure smooth day-to-day operations. This role combines technical support, team leadership, and service delivery management within a fast-paced MSP environment. What You’ll Do Client Support & Service Delivery Maintain strong phone presence and ensure reliable squad coverage. Respond to client inquiries via phone, email, and tickets with professionalism and urgency. Own issues from intake through resolution, keeping clients updated throughout. Troubleshoot technical issues and escalate when appropriate. Document all interactions and solutions clearly in the service desk system. Meet SLAs and team KPIs while driving consistent service quality. Act as a resource for processes, procedures, and best practices. Team Leadership Lead, mentor, and develop team members to reach their full potential. Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual). Participate in hiring decisions and handle coaching or disciplinary actions when needed. Manage schedules, time-off requests, and after-hours/on-call rotations. Encourage knowledge sharing and support training of new team members. Promote a solution-focused, collaborative team culture. Performance Management Monitor service desk trends, ticket patterns, and recurring issues. Review customer satisfaction metrics and implement improvements. Identify opportunities to streamline processes and increase efficiency. Prioritize tasks effectively and manage time across competing demands. Meet weekly with leadership to review performance and initiatives. Cross-Functional & Strategic Work Represent the service desk in company-wide initiatives. Support projects from planning to execution. Use strong decision-making and active listening skills to support customers and internal teams. Requirements What You Bring Excellent customer service and communication skills. Strong ownership mindset and sense of urgency. Ability to translate technical concepts for non-technical users. Collaborative approach with strong decision-making and problem-solving skills. Comfort analyzing data to identify trends and improvements. Commitment to continuous learning and staying current with industry best practices. Nice to Have Experience: 3+ years in hands-on IT support (SysAdmin, Tier 2/3), or 2+ years leading technical teams in an MSP or enterprise environment. Education: Associate’s or Bachelor’s in IT, Computer Science, or related field. Certifications: CompTIA A+/Network+/Security+, CCNA, Microsoft certifications. Tools: Experience with PSA/RMM platforms and IT documentation systems. Technical Knowledge: AD, Microsoft 365, TCP/IP, DNS, DHCP, cloud fundamentals. ITSM: Familiarity with ITIL processes (Incident, Problem, Change Management). Why Join Us? Lead a talented, service-driven team. Make a real impact in a growing MSP. Opportunity for ongoing development and leadership growth. What We Offer Full Benefits Package: Health, dental, and vision insurance Continuous Learning: Company-paid training and certifications Career Growth: We invest in your development and professional goals Interested in Growing Your Career? If you’re ready to lead with purpose and help shape the future of our service delivery, we encourage you to apply.

Responsibilities

This role involves leading a high-performing support team, ensuring smooth day-to-day operations, and maintaining strong client service through managing ticket intake, troubleshooting, and meeting SLAs. Key duties include team leadership functions such as mentoring, performance reviews, scheduling, and fostering a collaborative culture.