Support Desk Manager

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• The Support Desk Manager oversees the Service Desk operations and is responsible for the performance, growth, and development of the support team.

• Directs the daily operations of the Service Desk, manages the support technicians, and is personally accountable for the quality of service, responsiveness, and consistency of the end-user support experience.

• Manages the hiring process and candidate pipeline for support roles, forecasts staffing needs based on demand, and identifies and defines new support positions as the team expands.

• Establishes the framework, processes, escalation paths, and career development opportunities that enable the Service Desk to expand while maintaining service quality.

• Leads the Support Team and fosters team growth through mentorship, coaching, and career advancement.

• Conducts regular one-on-ones and performance evaluations, provides constructive feedback, and cultivates a culture of accountability, responsiveness, and continuous improvement.

• Owns and reports on Service Desk KPIs and SLAs, establishing dashboards and a regular reporting schedule.

• Defines, documents, and continuously enhances Service Desk processes, workflows, ticket-handling standards, and escalation paths.

• Ensures the knowledge base is kept up-to-date with clear, current articles, diagrams, and walkthroughs.

⛳️ Requirements

• Proven experience in managing or leading a technical support or Service Desk team, including direct responsibility for hiring, coaching, and performance management.

• Demonstrated ability to take ownership and enhance Service Desk KPIs and SLAs, with proficiency in using metrics and reporting to inform operational decisions.

• Experience in overseeing hiring, interviewing, and onboarding for technical support roles, as well as planning staffing in line with organizational growth.

• Strong working knowledge of Windows 11, Microsoft 365 (Exchange Online, SharePoint Online, Teams, OneDrive, Purview), Entra ID / Azure AD, Intune, and basic Azure resource management.

• Familiarity with PowerShell / Graph API and principles of support automation.

• Good understanding of core networking concepts (DNS, DHCP, VPN, conditional access, Zero Trust).

• Experience in advancing IT service management process maturity (incident, problem, change, and request management) is highly desirable.

• Familiarity with iOS (iPhone/iPad) deployment and support.

• Excellent communication, coaching, and conflict-resolution skills, with a strong commitment to user satisfaction and responsive communication.

• Ability to manage multiple priorities, keep the team accountable to deadlines and SLAs, and lead effectively in a remote team environment.

• Capability to leverage AI and emerging technologies to streamline support workflows and enhance operational processes.

• Self-motivated, organized, and able to lead with minimal supervision.

🏝️ Benefits

• Choice of comprehensive medical plans (including two PPO-style plans and a HDHP w/ HSA option).

• Flexible 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 matching and self-directed brokerage account option.

• Paid time off, including additional paid leave during the last week of the year.

• Company-paid life insurance coverage for employees and their eligible dependents.

• Short and long-term disability and AD&D coverage.

• Professional development opportunities, tuition reimbursement, and assistance with professional licensing.

• Paid parental leave after one year of employment.