Senior Technology Support Manager

What you will be doing: 

• Manage enterprise-wide support operations for remote and on-site users, across Tier 1 (Help Desk) to Tier 3.
• Establish and maintain SLAs, KPIs, and escalation protocols aligned with business-critical operations.
• Oversee 24/7 or extended hours support models where required for claims or catastrophe events.
• Drive continuous improvement of incident, request, and problem management processes.
• Lead, coach and train team members, setting strategic priorities and execution expectations.
• Regularly conduct effective and timely structured Progress & Growth Structured Dialogue sessions.
• Recruit, retain, and develop talent to ensure continuity and bench strength.
• Own and optimize the Fresh Service ITSM platform: ticket routing, SLA workflows, knowledge base, reporting.
• Monitor and report performance metrics including backlog volume, resolution times, satisfaction scores, and SLA adherence.
• Identify and champion automation, self-service, and tooling enhancement to improve user experience and efficiency.
• Act as final escalation point for high impact incidents, coordinate with Infrastructure, DevOps, and Security.
• Oversee support for core enterprise systems: Microsoft 365, Azure AD, and Azure DevOps.
• Develop and manage processes for employee onboarding/offboarding, asset provisioning, and access management, ensuring standardization and consistency.
• Enforce user support policies that align with internal controls and business continuity needs.
• Manage third-party support vendors, MSPs, and hardware service providers.
• Deliver operational reports and improvement plans to the Senior Director of IT Operations.
• Ensure technology support operations comply with SOX, IT General Controls, data privacy, and cybersecurity standards.
• Support internal and external audits, regulatory exams, and management control testing.
• Maintain documentation, procedures, and evidence required for public company compliance.
• Perform other duties as assigned.

What you already have:

Education, Experience, and Licensing: 

• Bachelor’s degree in information technology, Computer Science, or related field, or High School diploma and equivalent relevant work experience.
• 10+ years of progressive IT support or operations experience supporting desktop hardware/software in enterprise LAN/WAN environments.
• 4+ years of people management experience in a regulated or complex enterprise environment.
• Hands-on experience supporting Microsoft 365 (Teams, SharePoint, Word, Excel, Outlook, PowerPoint).

Qualifications/Skills and Competencies:

• Strong knowledge of service desk operations & ITIL practices, endpoint management, identity & access management, collaboration tools, and IT General Controls and SOX compliance.
• Expert level user of all Microsoft 365 products.
• Advanced expertise with ticketing and service management platforms.
• Familiarity with cybersecurity concepts related to endpoints and user access.
• Proven ability to lead through change and scale operations.
• Strong communication skills with technical and non-technical stakeholders
• Ability to balance user experience with security, compliance, and cost discipline.
• Comfortable adjusting to shifting priorities, urgent incidents, and evolving business needs.
• Strong planning, time management, and resource allocation skills.
• Proven ability to prioritize tasks under pressure and meet deadlines without escalation.
• Committed to excellent service; able to lead by example in customer-facing interactions.
• Desire to live Slide's Core Values.