Qualifications
Responsibilities
Benefits
This is an office-based position.
ResponsibilitiesThe Manager, IT Support manages the daily operations and staff of the Company's IT Support / Help Desk function, ensuring the delivery of high-quality, timely, and user-friendly technical support to all employees. Directs, manages, and supervises the delivery of high-quality and timely technical support to end-users, resolving issues through effective troubleshooting and problem-solving, focusing on providing superior, user-friendly, and expert service to employees. Enables workforce productivity by delivering reliable end-user services across the service desk, device lifecycle, user-facing identity and access support, workplace technology, and Microsoft 365 platform administration. Oversees day-to-day operations of teams, ensuring tasks are completed, resources are allocated efficiently, and objectives are met, and is accountable to budget and goals.Service Desk Operations & Incident Management:Oversee the incident management process, ensuring timely identification, escalation, and resolution of incidents.Manage the ticket queue lifecycle from creation through resolution, ensuring all support requests are tracked, prioritized, and addressed within established timeframes.Oversee service desk operations across both human staff and AI-powered support channels (e.g., virtual agents, chatbots); define where human intervention adds the most value as autonomous resolution rates increase.Act as the escalation point for severe, critical, or unique issues. Oversee the escalation process, ensure proper handoffs, maintain communication with affected users, and coordinate resources to resolve complex problems. Conduct post-incident reviews to prevent similar incidents from recurring.Design and refine escalation paths between AI agents and human engineers, deciding what AI handles end-to-end, what gets handed off, and how handoffs are managed.Ensure first contact resolution targets (> 7080%) and SLA adherence targets (> 95%) are consistently met.Implement and monitor service level agreements (SLAs) to meet response and resolution targets.Ensure smooth shift transitions by maintaining handoff documentation and communicating outstanding issues, critical items, and SLA-at-risk tickets to incoming support staff or peer managers.
Team Leadership & Development:Manage activities of the team, including group leaders and/or individual contributors.Develop and manage team schedules, shift coverage, and staffing plans to ensure adequate support capacity during all required service hours, including shifting workloads among resources throughout the day based on ticket volume, absences, and priority demands.Responsible for hiring, firing, performance management, appraisals, and pay reviews. Communicate team goals and hold people accountable for goal achievement. Make decisions based on functional objectives, as well as company policies and procedures.Ensure the team is functioning as a cohesive, aligned team. Focus on employee engagement by fostering open dialogue, soliciting feedback, and taking action to address engagement drivers within the team.Develop skills in performance management, coaching, and mentoring. Enhance ability to identify talent gaps and provide relevant training.Establish performance expectations, monitor progress, and provide regular feedback to enhance team performance; hold team accountable for goal achievement; provide support to address challenges.Onboard, train, and coach help desk technicians and specialists on effective methods to research, troubleshoot, and deliver solutions.
Performance Monitoring & Reporting:Establish key performance indicators (KPIs) to measure the effectiveness and efficiency of support services.Generate and analyze reports on Help Desk performance, identifying trends, improvement areas, and training opportunities.Monitor and report on core metrics including SLA adherence, first contact resolution, customer satisfaction (CSAT > 4.5/5), and device provisioning speed (< 12 days).Monitor AI agent performance metrics including autonomous resolution rate, deflection rate, accuracy, false escalations, and end-user satisfaction; use trend data to inform staffing and automation roadmap decisions.Manage user satisfaction surveys and structured feedback mechanisms. Review negative feedback or recurring concerns raised in post-ticket satisfaction surveys and ensure they are addressed. Relay actionable insights to IT, product, or business teams to drive service and tooling improvements.Manage the service desk budget and ensure cost-effectiveness. Track expenditures against approved budgets for staffing, hardware/software procurement, and vendor costs. Report on budget performance alongside operational KPIs to leadership.
Process Optimization & Automation:Implement and optimize IT support processes and workflows to enhance efficiency and customer satisfaction.Partner with engineering and product teams to identify automation or self-service gaps to improve support scalability, including PowerShell scripting and Power Automate workflows for routine M365 administrative tasks and end-user provisioning; feed real ticket data, agent error patterns, and user feedback back into AI agent improvement cycles.Develop and maintain a knowledge base to facilitate efficient issue resolution and enable AI-powered and employee self-service for end-users. Ensure knowledge content supports AI agent accuracy and conversational AI capabilities.Participate in change and release management processes to assess end-user impact, coordinate help desk readiness, and ensure changes are communicated effectively to the team and affected users.Implement small-scale innovations and track their impact. Seek opportunities to collaborate with other teams for cross-functional innovation.
Device Lifecycle & Workplace Technology Management:Oversee the full device lifecycle (procurement, imaging, provisioning, maintenance, refresh, and decommissioning) for laptops, desktops, mobile devices, and peripherals. Ensure all devices are deployed with the approved corporate device image prior to delivery to end-users.Define and maintain the corporate standard device image (Standard Operating Environment), including the baseline OS configuration, security agents (e.g., CrowdStrike), patch management tools (e.g., Automox), productivity software (e.g., Microsoft 365, Adobe), and endpoint policies. Coordinate image testing, version control, and update cycles to ensure consistency, security, and compatibility across the device fleet.Manage workplace technology including audiovisual systems, telephony, office equipment, and Microsoft 365 collaboration platforms (Teams, SharePoint, OneDrive) to ensure a seamless employee experience.Track computer hardware and software assets. Maintain accurate asset inventories and manage enterprise software licensing across all platforms, including Microsoft 365, Adobe, Automox, CrowdStrike, and other corporate tools, ensuring license compliance, optimizing utilization, controlling costs, and coordinating renewals.
Identity, Access & Cloud Platform Administration: Oversee identity and access support, including new hire provisioning, terminations, password resets, and access requests.Ensure Active Directory and Entra ID (Azure AD) account management processes, including new hires, terminations, password changes, conditional access, and MFA enforcement, are executed accurately and timely.Coordinate with functional and security leadership on escalated or complex access governance matters.Oversee the Cloud Systems Administrator function responsible for Microsoft 365 tenant administration, including Exchange Online, Teams, SharePoint Online, and OneDrive configuration, licensing optimization, and service health monitoring.Ensure tenant configurations, service health, and licensing are managed in accordance with organizational standards and security policies.Ensure identity architecture standards are maintained, including Entra ID conditional access policies, privileged identity management, group-based licensing, and external identity governance.Monitor compliance with identity standards and coordinate with security leadership to address gaps or policy updates.
Strategic Planning & Stakeholder Engagement:
Develop and execute strategic plans for the IT Support/Help Desk department aligned with the organization's IT and business goals.Understand the department's role within the organization and how it contributes to the overall strategy. Create plans that align with the organization's broader goals. Execute on objectives for assigned function defined by upper management.Serve as a liaison between the help desk function and other IT, HR, and business units to ensure alignment and transparent communication.Advocate for change within team, explaining the reasons behind change. Lead team members through transitions, addressing resistance, and ensuring buy-in.Evaluate and select vendors, negotiate contracts, and manage relationships with suppliers for hardware, software, outsourced support services, and maintenance agreements. Monitor vendor performance against contractual SLAs.
Technology Evaluation & Continuous Improvement:Play a key role in the development and implementation of IT policy and procedures, ensuring that they align with the organization's business objectives and meet industry standards. Ensure help desk and cloud platform operations adhere to IT security policies and compliance requirements, including Microsoft Defender for Office 365 threat protection policies and Microsoft Purview data loss prevention, retention, and eDiscovery configurations.Oversee the maintenance of the organization's M365 security posture in coordination with IT Security leadership.Promote security awareness among end-users and ensure team members follow security protocols when handling access requests, sensitive data, and incident escalations.Contribute to IT disaster recovery and business continuity planning as it relates to end-user services, ensuring the help desk can maintain or rapidly restore support operations during disruptions.Stay informed about emerging technologies and industry best practices in IT support. Evaluate and recommend tools and technologies that enhance the Help Desk's capabilities.Manage and maintain help desk systems and tools (e.g., ticketing platforms, remote support software, knowledge base systems) to ensure they are properly configured and optimized.
Qualifications
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