The AME Group

IT Engineer – Team Manager

The AME Group

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

CloudDNSTCP/IP

About the role

  • 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
  • Lead, mentor, and develop team members to reach their full potential
  • Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual)
  • Monitor service desk trends, ticket patterns, and recurring issues
  • Prioritize tasks effectively and manage time across competing demands

Requirements

  • 3+ years in hands-on IT support (SysAdmin, Tier 2/3), or 2+ years leading technical teams in an MSP or enterprise environment
  • Associate’s or Bachelor’s in IT, Computer Science, or related field
  • CompTIA A+/Network+/Security+, CCNA, Microsoft certifications
  • Experience with PSA/RMM platforms and IT documentation systems
  • Technical Knowledge: AD, Microsoft 365, TCP/IP, DNS, DHCP, cloud fundamentals
  • Familiarity with ITIL processes (Incident, Problem, Change Management)
Benefits
  • Health, dental, and vision insurance
  • Company-paid training and certifications
  • Career growth opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT supportSysAdminTier 2 supportTier 3 supportActive DirectoryMicrosoft 365TCP/IPDNSDHCPcloud fundamentals
Soft Skills
communicationproblem-solvingtime managementmentoringleadershipperformance managementclient relationsprioritizationteam developmentservice quality
Certifications
CompTIA A+CompTIA Network+CompTIA Security+CCNAMicrosoft certifications