Support Manager – Lyra Technology Group
Lyra Technology Group is seeking a Support Manager for one of our Operating Companies. As a Support Manager, you will empower your team to collaborate effectively with other internal departments and deliver extraordinary client care to our clients. The ideal candidate will oversee client relationships, ticket management, and team development while ensuring exceptional service delivery. This role requires a blend of technical expertise, client management, and team leadership, with the abilityto manage escalations and optimize service processes.
About Lyra…
Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
Your work as a Support Manager will include the following duties:
• Lead and manage client relationships to ensure high satisfaction, fostering long-term partnerships and identifying opportunities for business growth through regular status meetings and strategic business reviews (SBRs).
• Oversee the efficient handling of service tickets by coordinating with the support team, ensuring adherence to SLA requirements, and resolving escalated issues in collaboration with the Director of Support.
• Manage and prioritize workload, ensuring timely responses and accurate documentation for all assigned tickets.
• Drive team development by facilitating regular 1:1 meetings, participating in formal performance reviews, and identifying growth opportunities for team members.
• Coordinate with internal teams (Security, Technology, etc.) to help design, configure, and maintain clients’ front and back-end infrastructure, including servers, networks, and cloud systems.
• Identify and resolve patterns in service issues, proactively working to reduce recurring problems and improve overall service quality.
• Collaborate with the Director of Support to optimize internal tools, services, and workflows, enhancing team efficiency and client outcomes.
Our ideal Support Mangaer has the following qualifications:
• Bachelor’s Degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
• IT Technician certification (CompTIA NET+, Microsoft Certifications) a plus.
• Strong knowledge of Windows Server Operating Systems, Networking, and Firewalls (Cisco Meraki).
• Proficiency in Microsoft 365 and Google Workspace administration.
• Experience with Intune MDM and policy management.
• Solid desktop support skills for Windows and macOS environments.
• Familiarity with virtualization platforms (VMware/Hyper-V).
• Strong leadership skills in managing teams, resolving escalated issues, and driving client satisfaction.
• Excellent organizational skills, able to manage time and workload effectively.
• Ability to identify recurring technical issues and drive proactive solutions to improve service delivery.
The targeted base compensation for this role is up to $95,000-$105,000 per year and operates on a 1-2 day per week hybrid
in-office schedule. If you are looking to work with cutting-edge technologies and industry-leading platforms in a leadership capacity, consider applying today!
