Support Desk Manager

ai2io

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

Posted 6/9/2026full-timeRemote • California, Colorado, Illinois, New York, Washington • 🇺🇸 United StatesSeniorLead💰 $120,750 - $144,638 per yearWebsite

Tech Stack

Tools & technologies

AzureDNSiOSITSM

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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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Hard Skills & Tools

Windows 11Microsoft 365Entra IDAzure ADIntunePowerShellGraph APInetworking conceptsincident managementproblem management

Soft Skills

communicationcoachingconflict resolutionuser satisfactionresponsivenessorganizationleadershipmentorshipaccountabilitycontinuous improvement