L1 Support Manager
This is a remote position. Position Summary Lead a team of Support Engineers, Help Desk Technicians, and Service Desk Analysts. Serve as the highest escalation point for complex technical incidents. Remain hands-on with Microsoft 365, Azure, Active Directory, End User Computing, Cloud Platforms, Networking, and Collaboration Tools. Drive service excellence, SLA achievement, customer satisfaction, and continuous improvement. Key Leadership Responsibilities Manage daily operations of the support organization. Conduct 1:1 meetings and performance reviews. Coach, mentor, and develop junior and mid-level engineers. Support hiring, interviewing, onboarding, and workforce planning. Create development plans and succession plans. Drive accountability, ownership, and customer-centric culture. Technical Responsibilities Act as Tier 3/Tier 4 escalation point. Troubleshoot Microsoft 365, Teams, SharePoint, OneDrive, Exchange Online. Manage Azure AD, Azure Domain Services, Azure VDI. Support Active Directory, Group Policies, DNS, DHCP. Administer user provisioning, licensing, MFA, Conditional Access. Support endpoint devices, printers, VPN, remote access technologies. Perform PowerShell and Azure CLI automation. Support AWS and Google Cloud environments when required. Service Delivery Responsibilities Own SLA compliance and service quality. Manage incidents, problems, requests, and changes. Monitor ticket queues and backlog. Drive root cause analysis and preventive actions. Review trends and recurring incidents. Publish operational reports and service reviews. Stakeholder Management Partner with business leaders and project teams. Provide executive-level communication during major incidents. Manage vendor relationships and escalations. Present service metrics and improvement plans.
Requirements
Required Skills 6-10+ years in IT Support or Service Management. 2-5+ years leading support teams. Microsoft 365 administration expertise. Azure administration expertise. Strong troubleshooting and analytical skills. Excellent verbal and written communication. Preferred Certifications Microsoft Azure Administrator. ITIL Foundation or higher. Microsoft 365 Administrator. AWS Cloud Practitioner. CompTIA Network+ or Security+.