Hybrid IT Support Manager — Lead Desk & Excellence

ICES: Data, Discovery, Better Health; Escanaba (MI); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

401(k) match

Paid time off

Holiday pay

Job summary

Michigan Broadband Services seeks a Level 2 Technical Support Manager to lead our IT support desk from the Upper Peninsula, with a hybrid schedule and occasional travel between Carney, Escanaba and Marquette offices.

The role focuses on improving response times, SLAs, and service quality while mentoring a team of agents in a fast-paced environment. Evening or weekend work may be required.

Qualifications

• 3+ years of IT experience, including at least 1+ years in a leadership role managing IT support/help desk teams.
• Strong knowledge of IT service Management best practices.
• Excellent leadership, communication, and problem-solving skills.
• Ability to learn and retain new technology skills and troubleshooting processes.
• Excellent critical thinking and decision-making skills.
• Ability to remain calm and present yourself professionally in high stress situations.
• Familiarity with ADTRAN AOE platform, Calix platforms, Ubiquity and Plume is a plus.
• Knowledge of Microsoft applications.

Responsibilities

• Utilize systems and network diagnostic tools to identify and isolate end-user technology problems.
• Manage a team of support agents handling inbound support requests to ensure the team consistently delivers high-quality, professional customer service experience.
• Act as a point of escalation for high-priority or complex customer issues.
• Monitor and improve customer service KPIs such as response times, resolution times, satisfaction scores, and first-contact resolution, ensuring compliance with Service Level Agreements (SLAs).
• Collaborate with other departments to ensure alignment and support of company-wide technology initiatives are being followed.
• Develop and maintain support procedures, training materials, and standard operating procedures.

Skills

IT leadership

Team management

Customer service

Problem solving

Networking basics

Tools

ADTRAN AOE

Calix platforms

Ubiquity

Plume

Microsoft applications

Job description

Michigan Broadband Services seeks a Level 2 Technical Support Manager to lead our IT support desk from the Upper Peninsula, with a hybrid schedule and occasional travel between Carney, Escanaba and Marquette offices.

The role focuses on improving response times, SLAs, and service quality while mentoring a team of agents in a fast-paced environment. Evening or weekend work may be required.