L1 Support Manager
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Job Summary
This is a remote position.
Position Summary
Lead a team of Support Engineers Help Desk Technicians and Service Desk Analysts.
Serve as the highest escalation point for complex technical incidents.
Remain hands-on with Microsoft 365 Azure Active Directory End User Computing Cloud Platforms Networking and Collaboration Tools.
Drive service excellence SLA achievement customer satisfaction and continuous improvement.
Key Leadership Responsibilities
Manage daily operations of the support organization.
Conduct 1:1 meetings and performance reviews.
Coach mentor and develop junior and mid-level engineers.
Support hiring interviewing onboarding and workforce planning.
Create development plans and succession plans.
Drive accountability ownership and customer-centric culture.
Technical Responsibilities
Act as Tier 3/Tier 4 escalation point.
Troubleshoot Microsoft 365 Teams SharePoint OneDrive Exchange Online.
Manage Azure AD Azure Domain Services Azure VDI.
Support Active Directory Group Policies DNS DHCP.
Administer user provisioning licensing MFA Conditional Access.
Support endpoint devices printers VPN remote access technologies.
Perform PowerShell and Azure CLI automation.
Support AWS and Google Cloud environments when required.
Service Delivery Responsibilities
Own SLA compliance and service quality.
Manage incidents problems requests and changes.
Monitor ticket queues and backlog.
Drive root cause analysis and preventive actions.
Review trends and recurring incidents.
Publish operational reports and service reviews. Stakeholder Management
Partner with business leaders and project teams.
Provide executive-level communication during major incidents.
Manage vendor relationships and escalations.
Present service metrics and improvement plans.
Requirements
Required Skills
6-10 years in IT Support or Service Management.
2-5 years leading support teams.
Microsoft 365 administration expertise.
Azure administration expertise.
Strong troubleshooting and analytical skills.
Excellent verbal and written communication.
Preferred Certifications
Microsoft Azure Administrator.
ITIL Foundation or higher.
Microsoft 365 Administrator.
AWS Cloud Practitioner.
CompTIA Network or Security.
Required Skills:
Required Skills 6-10 years in IT Support or Service Management. 2-5 years leading support teams. Microsoft 365 administration expertise. Azure administration expertise. Strong troubleshooting and analytical skills. Excellent verbal and written communication. Preferred Certifications Microsoft Azure Administrator. ITIL Foundation or higher. Microsoft 365 Administrator. AWS Cloud Practitioner. CompTIA Network or Security.
