Support Desk Manager

ai2io
United States
Workplace: RemoteFull timeUSD 120,750 - 144,637.5 annuallyFunction: Product ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Communication","Coaching","Conflict-resolution","Leadership","Problem-solving","Customer-service"]

Lead the Service Desk for AI2IO, overseeing hiring, staff development, KPI/SLA ownership, and cross-team collaboration with Application, DevOps, Security, and Infrastructure to ensure high-quality end-user support and scalable ITSM practices across a Remote US-based team.

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ai2io
ai2io
3 months ago

Support Desk Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Closed

Job Summary

Lead the Service Desk for AI2IO, overseeing hiring, staff development, KPI/SLA ownership, and cross-team collaboration with Application, DevOps, Security, and Infrastructure to ensure high-quality end-user support and scalable ITSM practices across a Remote US-based team.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Lead and develop the Service Desk team, including hiring, coaching, performance reviews, and career growth opportunities to build technical and customer-service capability.
  • •Own Service Desk KPIs and SLAs, develop dashboards, and provide regular reporting to leadership on health, risks, and workforce planning.
  • •Define and drive ITSM maturity improvements, document and refine incident/problem/change and request processes, and maintain a robust knowledge base.
  • •Coordinate escalations and align with Application, DevOps, Security, and Infrastructure teams to ensure timely resolutions and cross-team collaboration.
  • •Manage remote team performance, prioritize workloads, and ensure high-quality end-user support aligns with organizational goals and customer satisfaction.
Travel: Low travel

Pay and Benefits

Salary: USD 120,750 - 144,637.5 annually
Perks:Health InsuranceDentalVision401kRemote WorkLearning BudgetLife InsuranceDisability

Key Requirements

  • •10+ years of information technology experience, including 3+ years of direct people-management responsibility in a technical support or Service Desk environment
  • •Strong working knowledge of Windows 11 and 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, with the ability to identify automation opportunities
  • •Solid networking fundamentals (DNS, DHCP, VPN, conditional access, Zero Trust) and experience advancing IT service management processes (incident, problem, change, and request management)
  • •Bachelor’s degree in IT, Information Systems, Computer Science, or related discipline (or equivalent) and willingness to travel up to 5%
Experience:10+ yearsInformation technologyIT service deskRemote work
Education:Bachelor's
Skills:CommunicationCoachingConflict-resolutionLeadershipProblem-solvingCustomer-service
Languages:English
Tech Stack:Windows 11Microsoft 365Exchange OnlineSharePoint OnlineTeamsOneDrivePurviewEntra IDAzure ADIntunePowerShellGraph APIDNSDHCPVPNZero Trust

Company Brief

ai2io
Builds AI-driven tools and solutions to help businesses automate workflows, extract insights from data, and deploy machine learning models. Focuses on practical applications of generative AI and ML to improve productivity and decision-making for enterprises.
Industry: AI & Machine Learning
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