Technical Support Manager

Lead and mentor a team of four Technical Support Specialists across the Chicago and Philippines locations, building a high-performing, service-oriented culture across both sites.

Own performance management, coaching, scheduling, and professional development for the team.

Own overall Service Desk operations across desktop and end-user computing, conference room A/V, and software applications, ensuring requests are resolved promptly and logged accurately.

Administer the Zendesk ticketing platform, monitor Service Desk metrics, and coordinate with all Zendesk agents — regardless of reporting line — to ensure SLAs and Service Desk Guidelines are consistently met.

Serve as the senior escalation point for complex support issues — personally working and resolving escalated tickets while providing direction and guidance to the team.

Champion the organization’s AI transformation, driving adoption of AI and automation to improve process efficiency and ticket resolution rates while enhancing customer service.

Provide white-glove support for executives, ensuring their technical needs are met at the highest level of service and professionalism.

Oversee employee onboarding and offboarding, ensuring accounts and system access are provisioned and deprovisioned accurately and on time.

Oversee Microsoft 365 administration (Exchange, Teams, Teams Phone, SharePoint, OneDrive, Entra ID, and Intune) and the administration of other SaaS applications.

Oversee installation, configuration, and troubleshooting of workstations, peripherals, and networking devices such as firewalls, routers, and switches.

Own the technical execution of high-profile events such as all-hands company meetings and board meetings, including A/V setup, rehearsal, and live support so they run flawlessly under pressure.

Maintain a reliable day-to-day A/V and video-conferencing experience across all locations.

Oversee IT hardware and software procurement, and the upkeep of hardware and software inventories as well as technical user guides and IT procedures.

Ensure the Technical Support Team adheres to security best practices, and support the Cybersecurity Team in incident response.

Coordinate and participate in on-call coverage.

Coordinate the support of remote office locations and warehouse facilities.

Lead a variety of IT projects end to end, acting as both project lead and hands-on technical resource.

Perform other duties as assigned.