Digital Support Manager

About the role

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.

Responsibilities

• Lead day-to-day Service Desk operations, including ticket triage, prioritization, escalations, queue management, customer communication, and service quality.
• 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.
• 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.
• 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.
• Represent Digital Services in cross-functional meetings, communicating priorities, project status, risks, and recommendations to stakeholders.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field; equivalent professional experience will be considered.
• 10+ years of experience in IT support, Service Desk operations, systems administration, endpoint management, or a related technical role.
• 3+ years of leadership experience supervising, mentoring, or coordinating technical support teams.
• Experience supporting Microsoft 365, Entra ID (Azure AD), endpoint management (Intune), identity and access management, remote support tools, IT service management platforms, SaaS applications, software licensing, vendor management, and technical documentation.
• Experience implementing service improvements, developing support processes, and managing cross-functional technology initiatives.
• Working knowledge of AI-enabled productivity tools, responsible AI practices, and governance principles.
• Experience supporting professional services, engineering, consulting, or distributed-office environments is preferred.
• ITIL Foundation, Microsoft, Intune, CompTIA, HDI, Microsoft AI, or similar industry certifications are preferred but not required.

Qualifications

• Master's degree in Information Technology, Computer Science, Business, or a related field.
• 12+ years of experience in IT support, Service Desk operations, systems administration, endpoint management, or a related technical role.
• 5+ years of leadership experience supervising, mentoring, or coordinating technical support teams.
• Experience supporting Microsoft 365, Entra ID (Azure AD), endpoint management (Intune), identity and access management, remote support tools, IT service management platforms, SaaS applications, software licensing, vendor management, and technical documentation.
• Experience implementing service improvements, developing support processes, and managing cross-functional technology initiatives.
• Advanced working knowledge of AI-enabled productivity tools, responsible AI practices, and governance principles.
• Experience supporting professional services, engineering, consulting, or distributed-office environments.
• ITIL Foundation, Microsoft, Intune, CompTIA, HDI, Microsoft AI, or similar industry certifications.

Skills

• Technical expertise in Microsoft 365, Entra ID (Azure AD), endpoint management (Intune), identity and access management, remote support tools, IT service management platforms, SaaS applications, software licensing, and vendor management.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Effective communication and interpersonal skills to interact with customers, colleagues, and stakeholders.
• Ability to lead and mentor a team, providing guidance and feedback.
• Knowledge of AI-enabled productivity tools, responsible AI practices, and governance principles.
• Experience with ITIL, Microsoft, Intune, CompTIA, HDI, Microsoft AI, or similar industry certifications.

Benefits

• Comprehensive Healthcare (medical, dental, vision, short- & long-term disability insurance)
• Employee Stock Ownership Plan (financial profit sharing)
• Performance-based bonuses
• 401(k) Plan
• Paid Time Off (both vacation & sick/wellness time accruals)
• Paid Holidays
• Parental Bonding Leave

Pay

$150,000 USD - $190,000 USD

Schedule

Flexible work arrangements are offered to support employee-owners' diverse needs.