AVP, Support Manager

Responsibilities:

• 65%     User Environment Maintenance and Daily Technology Operations
• Manage the Desktop Support team and third-party outsourced Help Desk services to ensure efficient and effective service delivery
• Manage daily Help Desk operations, ensuring all processes are thoroughly documented, audited, and maintained
• Monitor and manage customer experience, ensuring timely and effective resolution of issues to maintain the highest level of user satisfaction
• Manage team schedules to ensure Help Desk and Desktop Support are adequately staffed
• Ensure all Standard Operating Procedures (SOPs) are accurate, clearly documented, and followed.
• Develop and maintain comprehensive reporting and dashboards to track and analyze key performance indicators (KPIs), service level, and operational performance.
• Resolve issues that the Desktop Support team does not have the skill set to resolve while cross-training and documenting findings and resolutions so future instances can be handled by Help Desk personnel.
• Understand and follow all departmental and security related policies and procedures
• Collaborate cross-functionally with other technology teams, business teams, and third-party vendors to improve service delivery and technology.
• Identify opportunities for automation and optimization to enhance efficiency and scalability of operational and support processes.   
• Generate and maintain reports on software, hardware, and user technology licenses 
• Analyze and assess reports on user tickets submitted to identify improvement opportunities within current operating procedures
• Communicate effectively and clearly, set individual and team expectations, and hold Help Desk and Desktop Support teams accountable
• Actively seek out and participate in projects to maintain and improve processes and customer support experience 
 
• 20%     Documentation
• Develop, document and maintain Help Desk support processes and workflows
• Frequently review and update technical user guides in Zendesk 
• Standardize documentation practices across internal teams and vendor support
 
• 10%     Technology R&D & Proof of Concept
• Research new technologies or existing technology enhancements to satisfy a business requirement.
• Install, test, and document new or existing technologies within a test environment.
• Create management-facing presentations that include research findings and solution recommendations with cost and implementation details for each option.
 
• 5%       Miscellaneous
• Stay current with industry trends and best practices in technology customer support and apply insights to continuously enhance Help Desk support.
• Perform other duties as assigned.  

Requirements:

• Bachelor's Degree in technical discipline such as Computer Science, Information Services, or related field  
• 7+ years of technical support and customer service experience  
• Experience working with RMM tools (ConnectWise, Intune, etc.), and security tools (Microsoft Defender)  
• Experience working with IT ticketing systems (Zendesk preferred), demonstrating a strong understanding of managing and maintaining processes, optimizing workflows and generating accurate, data driven reports to support operational efficiency and continuous improvement.
• Experience providing support for Windows operating systems, standard desktop applications (e.g., Office 365), workstation imaging, Active Directory, Microsoft Entra, Exchange Online, Intune (MDM), basic networking, video conferencing (Zoom, Microsoft Teams), telephony, collaboration tools (Microsoft Teams, SharePoint), and Microsoft 365  
• Highly organized with the ability to work under pressure and react quickly to meet deadlines, manage competing priorities, and resolve time-sensitive support issues in a fast-paced environment
• Customer service oriented with a problem-solving attitude 
• Must be able to analyze requests, determine the underlying problem, and recommend proper solution  
• Must be detail-oriented, result-focused, possess effective written and verbal communication skills, and able to support change management initiatives 
• Must be able to maintain professional and effective working relations with supervisors, co-workers, and direct reports
• Must be able to follow standard Help Desk support operating procedures 
• Must be able to work flexible hours, including weekends and evenings 
• Must be able to manage support issues remotely during off hours
• Must be able to learn new skills and technologies 
• Must be able to handle multiple projects simultaneously  
• Must be able to lift or move supplies, equipment, boxes and materials weighing up to 40lbs