Technical Support Desk Manager

Job Title:
Technical Support Desk Manager

Location: Mesa, AZ (Hybrid)
Department: IT Operations
Reports To: Head of IT

The Technical Support Desk Manager is responsible for overseeing and governing the performance of Modern Wealth’s outsourced support desk and broader IT service delivery provided through managed service providers (MSP/MSSP). This role ensures consistent service quality, SLA adherence, and reliable IT operations across all locations by driving vendor accountability, managing escalations, and validating technical change management. The ideal candidate will partner closely with IT leadership to ensure secure, standardized, and high‑performing technology services in a cloud‑first, multi‑location environment.

• Serve as the primary internal escalation authority for Priority 1 and Priority 2 incidents impacting business operations
• Oversee incident response coordination between internal stakeholders and MSSPs, ensuring timely resolution and clear business communication
• Lead post‑incident reviews and root cause analysis, documenting corrective actions and tracking remediation progress
• Maintain escalation logs, SLA dashboards, and service performance reporting to identify recurring issues and service gaps
• Own vendor governance cadence including weekly operational reviews, monthly service reviews, and quarterly business reviews
• Manage vendor scorecards, validate SLA adherence, and enforce accountability where service gaps exist
• Review statements of work, contracts, and scope boundaries to ensure service alignment and cost control
• Validate technical changes proposed by MSSPs to ensure alignment with security, compliance, and architectural standards
• Provide oversight of Microsoft 365, Entra , Intune endpoint management, identity and access management, and network change control
• Develop executive‑ready service delivery reports summarizing performance metrics, risk posture, and continuous improvement initiatives

• Bachelor’s degree in Information Technology, Computer Systems, or equivalent experience
• 5–8 years of experience in IT operations, service delivery, or infrastructure engineering
• Demonstrated experience managing MSP/MSSP relationships and vendor performance
• Strong working knowledge of Microsoft 5 365 administration, including Exchange Online, SharePoint, Teams, and security posture
• Hands‑on experience with Intune and endpoint management, including device compliance and conditional access
• Understanding of networking fundamentals such as switching, routing, VPNs, firewalls, and SD‑WAN
• Strong analytical, documentation, and executive‑level communication skills
• Strong vendor governance, negotiation, and stakeholder management skills
• Ability to translate technical issues into business impact for executive audiences
• Excellent written and verbal communication with technical and non‑technical teams
• Service‑oriented mindset with the ability to engage effectively with end users during escalations

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities throughout the hiring process.