Manager, Enterprise Technical Support

Position Summary

The Manager of Enterprise Technical Support is a high-impact, customer-obsessed technology leader responsible for directing the multi-disciplinary operational support teams that keep our enterprise technology functioning. This role provides strategic and tactical oversight for four distinct vital support pillars: the Help Desk, the Network Operations Center (NOC), Field Services, and End Point Support. The manager shifts the traditional IT support mindset into a world-class service delivery engine, ensuring users experience seamless, empathetic, and rapid resolution to their technology challenges.

Versed in technology support frameworks (e.g., ITIL), the manager instills a culture of accountability, service, operational metrics, and technical excellence across diverse support modalities—from phone-based triage to hands-on hardware remediation and proactive infrastructure monitoring.

• 40% - Customer-Centric Leadership, Coaching & High Performance Accountability:
  Lead, mentor, and inspire a diverse, multi-tiered support organization, fostering a culture of profound customer empathy and absolute commitment to world‑class customer service (WCCS). Recruit top-tier technical talent, define explicit performance standards and metrics (e.g., CSAT, First Contact Resolution, SLA compliance), conduct coaching and career progression planning, and drive cross‑training strategies across Help Desk, NOC, Field Services, and End Point teams.
• 25% - Product Execution, Agile Delivery & Driving Results:
  Own the end-to-end IT support ecosystem, ensuring high availability, continuous delivery, and operational excellence. Ensure efficient tier‑1 triage, robust knowledge‑base utilization, 24/7/365 infrastructure monitoring, rapid ticket processing, coordinated field services dispatch, and standardization of enterprise device management.
• 20% - Strategic Business Partnerships & Vendor Relations:
  Build collaborative, trust‑based partnerships with key stakeholders; own and communicate a 2–3 year roadmap, align support services with enterprise growth, manage relationships with external hardware, software, and MSP vendors, and partner with cybersecurity and platform infrastructure teams to guarantee compliance and security standards.
• 15% - Process Maturity & Incident Command:
  Champion and enforce standardized ITIL frameworks for Incident, Request, Problem, and Change Management; lead post‑incident reviews and root‑cause analyses; oversee enterprise support budget planning and financial stewardship.

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a closely related technical field (or equivalent practical technical management experience).
• 6+ years of progressive professional experience managing technical support operations within a medium‑to‑large scale enterprise environment, including concurrent leadership of multiple support teams.
• ITIL v3 or v4 Foundation certification is preferred; higher‑level ITIL certifications (Managing Professional / Strategic Leader) are highly desirable.
• Demonstrated passion for enterprise support and a strong belief that world‑class customer service drives organizational success.

• Advanced proficiency in modern ITSM ticketing suites (e.g., Service Now, Jira Service Management, Fresh service) and the ability to leverage these systems to meet enterprise support needs.
• Advanced understanding of diverse support mechanisms (chat, telecom, self‑service, automated/scripted, AI) and when to deploy them.
• Strong knowledge of enterprise support platforms, endpoint architectures, automated software distribution, and mobile device management tools such as Microsoft Intune and Jamf.
• Familiarity with centralized monitoring, logging, and infrastructure alerting tools (e.g., Datadog, Solar Winds, Splunk).
• Infrastructure literacy covering fundamental networking topologies (LAN/WAN, SD‑WAN, switches, firewalls, network cabling) to guide escalations and ensure standards compliance.
• Advanced understanding of desktop and mobile technologies, collaboration tools, and…