Manage day-to-day ticket intake performance and ensure SLAs are met or exceeded.
Serve as the primary point of escalation for Tier I tickets, resolving issues or coordinating handoff to Tier II as needed.
Support the Tier II team on ongoing IT maintenance and infrastructure projects.
Identify and escalate trends in hardware and licensing needs before they impact the business.
Coach, mentor, and develop a small team (3–4) of Tier I Service Desk Specialists.
Partner cross-functionally with internal teams and external vendors to ensure seamless service.
Develop documentation, workflows, and training to improve consistency and efficiency.

Requirements

4+ years of hands-on experience with Microsoft enterprise environments, including Entra ID (Azure AD), Microsoft 365, Defender for Endpoint, and related tools.
3+ years of experience managing a service desk or IT support team.
Proven ability to lead, coach, and develop Tier I support staff.
Strong troubleshooting skills across hardware, software, and systems in a corporate environment.
Demonstrated customer service orientation — responsive, clear, and empathetic in every interaction.
Able to triage effectively, prioritize under pressure, and manage workload in a fast-paced setting.
Experience with ITSM tools, endpoint management platforms, and remote support technologies.
Detail-oriented, proactive, and highly accountable — you take ownership and follow through.

Benefits

99% of the premium paid for medical, dental and vision plans.
Company-paid life insurance.
AD&D disability benefits.
Voluntary plans to personalize your coverage.
401(k) contributions with a match dollar-for-dollar up to 6%.
Long-term stock incentives and ESPP.
Discretionary quarterly bonus.
Extremely flexible wellness benefit.
Generous PTO, paid holidays and company-wide shutdowns.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Microsoft enterprise environmentsEntra IDAzure ADMicrosoft 365Defender for EndpointtroubleshootingITSM toolsendpoint managementremote support technologies

Soft Skills

leadershipcoachingmentoringcustomer service orientationtriageprioritizationworkload managementdetail-orientedproactiveaccountability