Information Technology Manager

NET Xperts LLC

NET Xperts is a Pittsburgh-area managed services provider (MSP) and cloud solutions company with 24 years in business. We provide managed IT, cloud, and cybersecurity services to small and mid-sized businesses in a collaborative, hands-on environment.

In 2025, NET Xperts was honored with the Better Business Bureau's Torch Award for Ethics, recognizing our commitment to ethical business practices.

Please note that we advertise for an Information Technology Manager, but the official title is a "Manager of Technical Services."

Job Description Summary

NET Xperts LLC is seeking an Information Technology Manager with strong technical expertise and management experience. This role oversees daily department operations, including scheduling and escalating support requests. Its primary focus is coordinating product installations and client support while delivering exceptional service efficiently and profitably.

The Information Technology Manager ensures high-quality client support by overseeing service operations, evaluating performance, and implementing processes aligned with organizational goals. The role manages personnel, monitors results, and improves workflows to strengthen service delivery and customer satisfaction.

Responsibilities include, but are not limited to:

• Monitor incoming tickets, prioritize them, and assign them to the team based on their skills and knowledge to ensure efficient and timely service delivery to clients.
• Answer customer inquiries, handle escalations, and resolve complaints or issues.
• Track KPIs, including call volume, resolution time, field activity, backlog, and ticket quality. Adjust as needed and implement improvements based on trends.
• Monitor individual and team performance by reviewing service tickets to ensure they are processed promptly, handled from a quality perspective, confirmed for accuracy and completion, and provide feedback for areas in which corrections are required.
• Design and implement client support programs to ensure satisfaction by monitoring project progress, managing costs effectively, and addressing/resolving issues promptly.
• Implement metrics to ensure the service team is fully trained regarding department/company processes, communication, technical requirements, ticketing system/documentation, prioritization/urgency of work, client expectations, customer service, cybersecurity practices, collaboration/teamwork, and they maintain/acquire the necessary certifications to perform their roles effectively.
• Establish and maintain solid relationships with clients to ensure high levels of satisfaction with product/supply deliverables and support.
• Forecast workloads and staffing needs to support current operations and upcoming projects.
• Schedule the on-call support team. Monitor after-hours calls to ensure no calls go unanswered if the pager escalation process has occurred.
• Oversee inventory control.
• Approve the scheduling of the company vehicle.
• Maintain an in-depth knowledge of the Information Technology industry and products/services represented by the company.
• Contact clients to ensure customer satisfaction by seeking feedback, building strongrelationships, and fostering trust.

Leadership and Team Management Responsibilities

• Oversee daily Service department operations, ensuring compliance with SLAs, quality standards, company policies, security requirements, and operating procedures.
• Develop and execute data-driven department strategies aligned with company goals, while evaluating workflows and implementing improvements to optimize efficiency and resources.
• Assign responsibilities, empower team members, and promote accountability, collaboration, and effective conflict resolution.
• Hire, onboard, train, supervise, and develop employees through regular coaching, feedback, performance evaluations, and career-planning discussions.
• Lead by example by demonstrating company values, a strong work ethic, and clear, consistent communication.
• Facilitate meetings, prepare reports, and communicate department activities, progress, operations, and achievements.
• Collaborate across departments to support shared goals and effective teamwork.
• Manage administrative duties, including time records, timesheets, expenses, leave requests, staffing capacity, and departmental documentation.

Education, Experience, and Skills

• High school diploma, or general equivalency degree, and five years of related experience and/or training in customer service, dispatching, or project management is required. An equivalent combination of education and experience will be considered.
• Previous supervisory/management experience is required.
• A solid technical background and familiarity with IT terminology is required.
• Previous experience with a Professional Services Automation system, including ticketing, dispatching, and scheduling, is required.
• Previous experience managing a helpdesk or supervising technical support roles is highly regarded.
• Proficient in using Microsoft Office, including Word, Excel, Outlook, and Teams.
• Excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Self-motivated, with a sense of urgency, to work in a fast-moving environment.
• Excellent leadership and people management skills.
• Advanced customer service skills with a problem-solving attitude.
• Ability to multitask and prioritize responsibilities.
• Geographical familiarity with the service area (Approximately within a 50-mile radius of Pittsburgh).

Miscellaneous

• Work week, Monday–Friday, 8:00 am to 5:00 pm (Overtime/weekends as needed).·
• Must pass all required background checks and maintain a current, valid driver’s license with proof of insurance as a condition of employment.
• Although this is considered a hybrid position, there is a weekly in-office requirement. This program allows you to work from home up to 2 days per week, after a successful probationary period.

Benefits

• Pay - $70,000.00+ per year, based on skill and experience.
• Medical, Dental, Vision, and Life Insurance, with a large percentage employer-paid.
• Company-paid life and AD&D insurance up to $25,000; voluntary supplemental life insurance.
• Short-term and long-term disability insurance.
• Paid Time Off (Vacation/Personal/Sick, holidays, bereavement, parental and charity leave, etc.)
• Retirement plan, including an IRA Match.
• Training and certification benefit.
• FREE parking, casual professional attire, team lunches and healthy snacks, etc.

Classification

• This is a Salary-Exempt position

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Compensation Package:

• Bonus opportunities
• Performance bonus
• Yearly pay

Experience:

• Dispatching: 5 years (Preferred)
• Technical support: 1 year (Required)
• Management: 1 year (Required)

License/Certification:

• Driver's License (Required)

Work Location: Hybrid remote in Pittsburgh, PA 15221