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ai2io

From Transformative AI to Foundational I/O — Custom solutions for your unique business needs!

Support Desk Manager

ManagerManagerFull TimeRemoteLeadTeam 11-50H1B No SponsorCompany SiteLinkedIn

Location

California + 4 moreAll locations: California | Colorado | Illinois | New York | Washington

Posted

40 days ago

Salary

$120.8K - $144.6K / year

Seniority

Lead

Bachelor Degree10 yrs expEnglishAzureDNSiOSITSM

Job Description

Support Desk Manager

ai2io

• 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

Job 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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