Support Desk Manager
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Job Description
Support Desk Manager leading the Service Desk function at AI2IO. Overseeing team development, hiring, and service quality management in a remote environment.
Responsibilities:
- 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
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