Support Desk Manager

Job not on LinkedIn

🕒 2 days ago

🏄 California, Colorado, +3 more states – Remote

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

💵 $120.8k - $144.6k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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ai2io

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

🏢 Enterprise

B2B • Enterprise

ai2io is a technology consulting and solutions firm that helps businesses choose, design, build, integrate, and automate tools to fit into existing workflows. They position themselves as a trusted partner guiding clients through technology decisions and accelerating digital transformation to improve operational efficiency and business outcomes.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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