L1 Support Manager

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🕒 June 17

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Veltris

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤖 Artificial Intelligence

🤝 B2B

Artificial Intelligence • Healthcare • B2B

Veltris is a trusted technology partner that drives innovation by leveraging digital technologies, artificial intelligence, and Industry 4. 0 capabilities. The company specializes in digital product engineering, enabling organizations across various sectors to accelerate technology transformations and develop smarter, connected products. With a design thinking approach and agile software development practices, Veltris helps clients optimize their product development processes and achieve strategic advantages in the market.

📋 Description

• Lead a team of Support Engineers, Help Desk Technicians, and Service Desk Analysts • Serve as the highest escalation point for complex technical incidents. • Remain hands-on with Microsoft 365, Azure, Active Directory, End User Computing, Cloud Platforms, Networking, and Collaboration Tools. • Drive service excellence, SLA achievement, customer satisfaction, and continuous improvement. • Manage daily operations of the support organization. • Conduct 1:1 meetings and performance reviews. • Coach, mentor, and develop junior and mid-level engineers. • Support hiring, interviewing, onboarding, and workforce planning. • Create development plans and succession plans. • Drive accountability, ownership, and customer-centric culture. • Act as Tier 3/Tier 4 escalation point. • Troubleshoot Microsoft 365, Teams, SharePoint, OneDrive, Exchange Online. • Manage Azure AD, Azure Domain Services, Azure VDI. • Support Active Directory, Group Policies, DNS, DHCP. • Administer user provisioning, licensing, MFA, Conditional Access. • Support endpoint devices, printers, VPN, remote access technologies. • Perform PowerShell and Azure CLI automation. • Support AWS and Google Cloud environments when required. • Own SLA compliance and service quality. • Manage incidents, problems, requests, and changes. • Monitor ticket queues and backlog. • Drive root cause analysis and preventive actions. • Review trends and recurring incidents. • Publish operational reports and service reviews. • Partner with business leaders and project teams. • Provide executive-level communication during major incidents. • Manage vendor relationships and escalations. • Present service metrics and improvement plans.

🎯 Requirements

• 10 - 12 Years of experience in IT Support or Service Management • 6-10+ years in IT Support or Service Management • 2-5+ years leading support teams • Microsoft 365 administration expertise • Azure administration expertise • Strong troubleshooting and analytical skills • Excellent verbal and written communication • Preferred Certifications: Microsoft Azure Administrator, ITIL Foundation or higher, Microsoft 365 Administrator, AWS Cloud Practitioner, CompTIA Network+ or Security+.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development