Digital Services Manager: AI, ITIL & Hybrid Work

Parametrix; Puyallup (WA); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

ESOP

Bonuses

401(k)

PTO

Holidays

Parental leave

Healthcare

Job summary

Parametrix is seeking a Digital Support Manager to lead Service Desk operations, oversee staff, and coordinate cross‑functional IT initiatives. You will manage Microsoft 365, Entra ID, Intune, and licensing, while driving service improvements and governance for AI and automation.

This role emphasizes operational excellence, security, and collaboration across Finance, HR, and other business teams. With 10+ years in IT support and 3+ years in leadership, you will shape strategy, mentor teams, and

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
• 10+ years in IT support, service desk operations, or related technical roles.
• 3+ years leading technical support teams.
• Experience with Microsoft 365, Entra ID, Intune, identity management, remote support tools, ITSM, and SaaS apps.
• Experience implementing service improvements and cross-functional tech initiatives.
• Working knowledge of AI-enabled productivity tools and governance principles.
• Experience in professional services, engineering, or distributed-office environments preferred.
• Certifications in ITIL, Microsoft AI, CompTIA, or similar are a plus but not required.

Responsibilities

• Lead day-to-day Service Desk operations including triage, prioritization, escalations, queue management, and customer communication.
• Supervise, coach, and develop Service Desk staff with performance management and training.
• Serve as primary escalation point for complex technical issues (Microsoft 365, IAM, endpoint devices, remote support).
• Manage endpoint lifecycle, hardware standards, deployment, Intune enrollment, and refresh planning.
• Administer software licensing and SaaS platforms, including renewals and entitlements.
• Coordinate hardware/software purchasing, renewals, inventory, and invoices with Procurement and Finance.
• Develop documentation, knowledge articles, procedures, and standards.
• Monitor Service Desk metrics and trends; drive process improvements and better service delivery.
• Promote responsible AI usage; support pilots, access management, and user adoption.
• Contribute to Digital Services AI strategy and governance; stay current on technology trends.
• Coordinate with Infrastructure, Cybersecurity, HR, Finance, and other teams for cross-functional initiatives.
• Track initiatives, identify risks and dependencies to support execution.
• Ensure governance and security reviews before production deployment of AI/automation.
• Participate in incident response, business continuity planning, and after-hours support.
• Handle staffing, scheduling, budgets, training, and timesheet approvals.
• Represent Digital Services in cross-functional meetings and communicate status and risks to stakeholders.

Skills

Leadership experience

Microsoft 365

Identity and access management

Endpoint management

SaaS applications

Vendor management

Technical documentation

Education

Bachelor's degree or equivalent experience

Tools

Microsoft 365

Entra ID (Azure AD)

Intune

ITSM platforms

SaaS applications

Software licensing

Job description

Parametrix is seeking a Digital Support Manager to lead Service Desk operations, oversee staff, and coordinate cross‑functional IT initiatives. You will manage Microsoft 365, Entra ID, Intune, and licensing, while driving service improvements and governance for AI and automation.

This role emphasizes operational excellence, security, and collaboration across Finance, HR, and other business teams. With 10+ years in IT support and 3+ years in leadership, you will shape strategy, mentor teams, and