L1 Support Manager

This is a remote position. Position Summary reputed company a team of Support Engineers, Help Desk Technicians, and Service Desk Analysts. Serve as the highest escalation reputed company for reputed company technical incidents. Remain hands-on with reputed company 365, Azure, Active Directory, End User Computing, reputed company Platforms, Networking, and Collaboration Tools. Drive service reputed company, SLA achievement, customer satisfaction, and reputed company improvement. Key Leadership Responsibilities Manage daily operations of the support organization. Conduct 1:1 meetings and performance reviews. Coach, mentor, and reputed company junior and mid-level engineers. Support hiring, interviewing, reputed company, 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 reputed company. Troubleshoot reputed company 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 reputed company. Support reputed company devices, printers, VPN, remote reputed company technologies. reputed company PowerShell and Azure CLI automation. Support AWS and reputed company reputed company environments reputed company 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. reputed company 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. reputed company 365 administration expertise. Azure administration expertise. Strong troubleshooting and analytical skills. Excellent verbal and written communication. Preferred Certifications reputed company Azure Administrator. ITIL reputed company or higher. reputed company 365 Administrator. AWS reputed company Practitioner. reputed company Network+ or reputed company+. Apply To This Job