Support Desk Manager

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🕒 vor 14 Tagen

🏄 California, Colorado, +3 weitere Bundesländer – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🌽 Illinois – Remote 🗽 New York – Remote ☕ Washington – Remote

💵 $120.750 - $144.637 / Jahr

⏰ Vollzeit

🟠 Senior

🔴 Experte

👔 Manager

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ai2io

WebsiteLinkedInAlle Stellen

11 - 50 Mitarbeiter

🤝 B2B

🏢 Unternehmen

B2B • Enterprise

ai2io ist ein Technologieberatungs- und Lösungsunternehmen, das Unternehmen dabei unterstützt, Werkzeuge auszuwählen, zu entwerfen, zu bauen, zu integrieren und zu automatisieren, um sie in bestehende Arbeitsabläufe zu integrieren. Sie positionieren sich als vertrauenswürdiger Partner, der Kunden durch Technologieentscheidungen führt und die digitale Transformation beschleunigt, um die Betriebseffizienz und Geschäftsergebnisse zu verbessern.

Beschreibung

• The Support Desk Manager leads the Service Desk function and is accountable for the performance, growth, and development of the support team • Owns the day-to-day direction of the Service Desk, manages the support technicians, and is personally accountable for service quality, responsiveness, and the consistency of the end-user support experience • Owns the support hiring and candidate pipeline, forecasts staffing needs against demand, and identifies and defines new support roles as the team scales • Establishes the structure, processes, escalation paths, and career paths that allow the Service Desk to grow without degrading service quality • Manage the Support Team and develop the team through mentorship, coaching, and career development • Conduct regular 1:1s and performance reviews, deliver constructive feedback, and build a culture of accountability, responsiveness, and continuous improvement • Own and report on Service Desk KPIs and SLAs, and establish dashboards and a regular reporting cadence • Define, document, and continuously improve Service Desk processes, workflows, ticket-handling standards, and escalation paths • Ensure the knowledge base is maintained with clear, current articles, diagrams, and walk-throughs

🎯 Anforderungen

• Demonstrated experience managing or leading a technical support or Service Desk team, including direct people-management responsibility (hiring, coaching, and performance management) • Proven ability to own and improve Service Desk KPIs and SLAs, with comfort using metrics and reporting to drive operational decisions • Experience owning hiring, interviewing, and onboarding for technical support roles, and planning staffing against organizational growth • Solid working knowledge of Windows 11, Microsoft 365 (Exchange Online, SharePoint Online, Teams, OneDrive, Purview), Entra ID / Azure AD, Intune, and basic Azure resource administration • Familiarity with PowerShell / Graph API and support automation concepts • Working grasp of core networking concepts (DNS, DHCP, VPN, conditional access, Zero Trust) • Experience advancing IT service management process maturity (incident, problem, change, and request management) is a strong plus • Familiarity with iOS (iPhone/iPad) deployment and support • Strong communication, coaching, and conflict-resolution skills, with a clear commitment to user satisfaction and responsive communication • Ability to manage multiple priorities, hold a team to deadlines and SLAs, and lead effectively in a remote team setting • Ability to leverage AI and emerging technologies to streamline support workflows and optimize operational processes • Self-motivated, organized, and able to lead under limited supervision

🏖️ Vorteile

• Choice of comprehensive medical plans (including two PPO-style plans and a HDHP w/ HSA option) • Flex spending accounts (FSA) • Dental and vision plans • Comprehensive medical, dental and vision benefits extended to spouse / domestic partner and dependent children up to age 26 • 401k with company match and self-directed brokerage account option • PTO including additional paid time off during the last week of the year • Company paid life insurance coverage for employees and their eligible dependents • Short and long-term disability, AD&D coverage • Professional development opportunities, tuition reimbursement and professional licensing assistance • Paid parental leave after one year of employment