Support Desk Manager

(united States)Remotemid

OtherManager

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Quick Summary

Overview

AI2IO helps organizations navigate the complex landscape of technology solutions, from foundational IT services and system support to advanced software integration, automation,

Technical Tools

OtherManager

AI2IO helps organizations navigate the complex landscape of technology solutions, from foundational IT services and system support to advanced software integration, automation, and cutting-edge AI implementations. Our expertise spans IT infrastructure management, custom software development, seamless system integrations, and optimization of low-code business automation, empowering clients to maximize their existing technology investments.

Remote – work virtually from anywhere in the United States

AI2IO recognizes salary ranges from job boards do not necessarily reflect our pay ranges. In many instances we out-compete those ranges for well-qualified candidates.

The Support Desk Manager leads the Service Desk function and is accountable for the performance, growth, and development of the support team that keeps the Company’s family of affiliated organizations productive. This role 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.

As the organization grows, the Support Desk Manager owns the support hiring and candidate pipeline, forecasts staffing needs against demand, and identifies and defines new support roles as the team scales. The Manager establishes the structure, processes, escalation paths, and career paths that allow the Service Desk to grow without degrading service quality.

Key areas of responsibility include team leadership and development, hiring and workforce planning, Service Desk KPI and SLA ownership, process and IT service management maturity, escalation governance, and partnership across the Application, DevOps, Security, and Infrastructure teams. This person will communicate and operate in line with organizational goals and values, as well as departmental objectives.

The Support Desk Manager operates with a high degree of autonomy, setting operational direction for the Service Desk, prioritizing work, and ensuring effective collaboration across functions.

Responsibilities

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AI2IO offers a very competitive benefits package; highlights include

→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

What We Offer

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AI2IO does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to AI2IO in the absence of a signed Service Agreement where AI2IO has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of AI2IO and AI2IO will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.