Digital Support Manager

About Parametrix

Parametrix is a 100% employee‑owned consulting firm helping clients deliver resilient infrastructure, vibrant and livable communities, and environmentally sustainable solutions. We are a team of professional construction managers, engineers, management consultants, planners, scientists, and surveyors dedicated to delivering outstanding client service. We build lasting partnerships and collaborate with our clients to envision possibilities and create tomorrow, together.

Recognized as a top workplace, we’re committed to a culture that values work‑life balance, professional growth, and the well‑being of our people.

The Digital Support Manager is a key operational leader within Digital Services, partnering closely with the Director of Digital Services to drive execution, service delivery, and operational excellence. This role oversees Service Desk operations and support staff while coordinating cross‑functional initiatives with Digital Services leadership and business partners across Finance, HR, Corporate Services, and other departments. The Digital Support Manager ensures priorities move forward, removes operational roadblocks, promotes accountability, and provides leadership with clear visibility into progress, risks, and opportunities.

Success in this role requires a balance of technical expertise, strong organizational skills, and the ability to translate strategic priorities into effective day‑to‑day operations.

• Lead day‑to‑day Service Desk operations, including ticket triage, prioritization, escalations, queue management, customer communication, and service quality.
• Supervise, coach, and develop Service Desk staff through performance management, training, workload balancing, cross‑training, and regular feedback.
• Serve as the primary escalation point for complex technical issues involving Microsoft 365, identity and access management, endpoint devices, remote support, collaboration tools, and business applications.
• Manage the endpoint lifecycle, including hardware standards, deployment, Intune enrollment, refresh planning, and coordination with infrastructure teams.
• Administer software licensing and SaaS platforms, including user access, renewals, entitlement reviews, and support for Microsoft 365, AI tools, engineering applications, and other business systems.
• Partner with Procurement, Finance, and vendors to coordinate hardware and software purchasing, renewals, inventory, licensing, and invoice support.
• Develop and maintain documentation, knowledge articles, support procedures, and technical standards to improve consistency and knowledge sharing.
• Monitor Service Desk metrics, customer feedback, and support trends to identify opportunities for process improvements and enhanced service delivery.
• Promote the effective, secure, and responsible use of AI, automation, and productivity tools by supporting pilots, managing access, developing guidance, and helping employees adopt new technologies.
• Contribute to Digital Services AI strategy by staying current on emerging technologies, governance practices, security considerations, and approved business use cases.
• Coordinate with Infrastructure, Cybersecurity, HR, Finance, Corporate Services, and business teams to support cross‑functional initiatives and ensure alignment with security, compliance, and organizational priorities.
• Track Digital Services initiatives and project deliverables, proactively identifying risks, stalled work, and dependencies to support successful execution.
• Maintain visibility into AI and automation initiatives across the organization, ensuring appropriate governance and security review before production deployment.
• Participate in incident response, business continuity planning, and after‑hours support during critical incidents or maintenance activities.
• Manage administrative responsibilities including staffing, scheduling, budgets, training, resource planning, and timesheet approval.
• Represent Digital Services in cross‑functional meetings, communicating priorities, project status, risks, and recommendations to stakeholders.

• Bachelor's degree in Information…