Digital Support Manager — Remote, Flexible Hours & ESOP

Parametrix

Seattle (WA)

Hybrid

USD 150,000 - 190,000

Full time

14 days+

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Benefits offered by this job

ESOP (Employee Stock Ownership Plan)

Comprehensive Healthcare

Performance bonuses

401(k)

Paid Time Off

Paid Holidays

Parental Leave

Job summary

Parametrix, a 100% employee-owned consulting firm, seeks a Digital Support Manager to lead Service Desk operations, oversee staff, and drive service delivery across Digital Services. The role partners with the Director of Digital Services and liaises with Finance, HR, and Corporate Services to meet priorities, manage risks, and advance AI-driven initiatives.

Requirements include 10+ years in IT support and 3+ years of leadership, with deep knowledge of Microsoft 365, Entra ID, Intune, and ITSM

Qualifications

Bachelor's degree or equivalent professional experience in IT or related field.
10+ years of experience in IT support, Service Desk operations, systems administration, endpoint management, or related technical role.
3+ years of leadership supervising 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.

Responsibilities

Lead day-to-day Service Desk operations, including ticket triage, prioritization, escalations, queue management, customer communication, and service quality.
Supervise, coach, and develop Service Desk staff through performance management, training, workload balancing, cross-training, and regular feedback.
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.
Partner with Procurement, Finance, and vendors to coordinate hardware and software purchasing, renewals, inventory, licensing, and invoice support.
Develop and maintain documentation, knowledge articles, support procedures, and technical standards to improve consistency and knowledge sharing.
Monitor Service Desk metrics, customer feedback, and support trends to identify opportunities for process improvements and enhanced service delivery.
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.
Contribute to Digital Services AI strategy by staying current on emerging technologies, governance practices, security considerations, and approved business use cases.
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.
Track Digital Services initiatives and project deliverables, proactively identifying risks, stalled work, and dependencies to support successful execution.
Maintain visibility into AI and automation initiatives across the organization, ensuring appropriate governance and security review before production deployment.
Participate in incident response, business continuity planning, and after-hours support during critical incidents or maintenance activities.
Manage administrative responsibilities including staffing, scheduling, budgets, training, resource planning, and timesheet approval.
Represent Digital Services in cross-functional meetings, communicating priorities, project status, risks, and recommendations to stakeholders.