Senior Tech Support & Service Coordinator (Leadership Role)

Do you thrive in a fast-paced, leadership-driven role? Do you love technology, problem-solving, and ensuring an exceptional client experience? If you're passionate about leading a team, driving sales & customer success, and helping clients with their tech needs, this role is for you!

Founded in 2009, EasyITGuys is a family-owned IT and cybersecurity company providing managed IT services to businesses and home users across the U.S. Our mission is to deliver top-tier technology solutions with a customer-first approach.

Team: Residential Support

Position: Senior Tech Support & Service Coordinator (Leadership Role)

Location: 100% Remote (U.S. only)

Schedule: Full-Time, Monday – Friday, 8:30 AM – 5:30 PM CST

Clients Served: Primarily home users, with occasional business support

This role is perfect for a tech-savvy leader who excels at customer engagement, sales, and remote IT support. You'll oversee daily operations, client interactions, and team performance, ensuring every customer receives the best experience possible. If you thrive in a results-driven environment where you can lead, support, and drive sales, this is the role for you!

What You'll Do

As the first point of contact for inbound calls, you will set the tone for an exceptional client experience. Your ability to listen, assess, and guide clients toward the right solutions will directly impact customer satisfaction and company growth.

Your Key Responsibilities

Be the first point of contact for all inbound phone calls—setting a strong first impression and helping clients make informed decisions to resolve their tech issues. Lead daily huddles (BOD meetings) to align team priorities and goals. Monitor dashboards for tickets, sales, and phone performance, ensuring service efficiency. Engage clients through calls, chats, and remote support sessions, providing expert assistance. Drive sales and client satisfaction by offering the right IT solutions tailored to their needs. Oversee team performance, ensuring smooth operations across service centers. Manage administrative tasks such as scheduling, ticket coordination, and lead tracking to optimize workflows.

This role is perfect for someone who thrives on problem-solving, client interaction, and leadership—ensuring every customer receives top-tier support from the very first call.

Who We're Looking For

Industry Experience:

Tech Support & Troubleshooting: 3-5+ years

Customer Service & Sales: 3-5+ years

Leadership & Team Management: 3-5+ years

Client Interaction: Comfortable handling 20+ inbound calls daily

Remote Work Experience: Preferred

Core Technical & Leadership Skills

Tech Support & Systems Experience

• Microsoft Teams, Microsoft 365
• Repairshopr / Syncro
• Keeper Password Manager
• ConnectWise (Manage, Automate, Control, CPQ, BrightGauge)

Sales & Customer Success – Creating Delighted Clients

• Obsessed with Client Satisfaction: You thrive on earning 5-star CSAT scores.
• Recognized Excellence: Clients, peers, and leadership recognize your impact.
• Driven to Win: You consistently excel in sales & support performance.

Leadership & Operations

• Run daily team meetings and manage ticket workflows.
• Assist with scheduling, dispatching, and service coordination.
• Oversee team performance metrics and drive results.

Sales & Client Retention

• Assist service center staff with client intake, diagnosis, and technology recommendations.
• Create estimates for repairs, new computers, and memberships.
• Encourage clients to leave reviews & provide feedback for continuous improvement.
• Handle cancellation requests, client retention, and churn reduction.

Required Skills & Experience

Tech-Savvy: Ability to troubleshoot software & hardware issues. Sales & Customer Service: Strong ability to recommend IT solutions & build client trust. Time Management: Ability to prioritize & multitask in a fast-paced environment. Communication: Exceptional phone etiquette & written communication skills. CRM & Ticketing: Comfortable with help desk software & lead management tools. Microsoft 365 & Office Suite Expertise. Familiarity with remote support platforms & cloud-based solutions.

Bonus Points – Preferred Skills

MSP or MSSP Experience (5-7+ years) Typing Speed: 60+ WPM preferred IT Certifications (CompTIA, Microsoft, Cisco, etc.) AS/BS Degree

What You Get – Be Part of Something Bigger

At EasyITGuys, we don't just offer jobs—we build careers. When you join our team, you gain real-world experience, mentorship, and growth opportunities in a collaborative, high-energy environment. Competitive Pay & Compensation Accelerators – Performance-based profit sharing rewards your hard work. Comprehensive Benefits – Medical, Dental, & Vision Insurance for your well-being. Future-Focused – 401K & Retirement Benefits to build financial security. Professional Growth – Continuously level up your skills, knowledge, and expertise. Work-Life Balance – Paid Time Off (Vacation, Sick, Personal) & Paid Holidays. Your Voice Matters – A small-business culture where your ideas make an impact. High-Energy, Fast-Paced Work – Join a team of go-getters who love what they do.

Ready to Join the Team?

Apply today and become a part of EasyITGuys!