Technical Support Manager

• Directly supervise and support a team of field technicians across multiple functional areas including patching asset management deployment and ticket queue support

• Coordinate technician assignments and ensure coverage across all ADCS locations including remote offices

• Monitor and manage the ticket queue using ticket aging to proactively identify and resolve issues

• Triage escalations from technicians and end users and act as the primary escalation point for complex technical issues

• Ensure SLA compliance for incident response device replacement timelines and deployment activities

• Conduct root cause analysis on recurring issues and implement corrective actions

• Oversee device depot operations including imaging staging deployment and surplus processing

• Maintain accurate asset records in approved systems and manage MDM tools

• Coordinate OEM vendor support and RMA processes

• Support reporting efforts KPI tracking and client performance reviews

• Serve as backup to the Account Manager including 24 7 on-call escalation responsibilities

• Participate in client meetings governance reviews and business discussions

• Ensure compliance with ADCS security protocols and state background requirements

• Foster a strong customer service culture focused on empathy professionalism and communication

What You'll Need

Required:

• 5 plus years of experience in IT service desk desktop or endpoint support

• 2 plus years of experience in a supervisory or team lead role

• Strong knowledge of Windows 10 11 Microsoft 365 Active Directory endpoint patching tools and ITSM platforms

• Proven experience meeting SLAs in a multi site support environment

• Experience managing ticket queues and driving issues to resolution

• Strong interpersonal and communication skills with a customer focused approach

• Ability to obtain and maintain an Arizona Fingerprint Clearance Card

• Ability to pass Central Registry background check per A R S § 41-619 57

• Valid driver’s license with willingness to travel statewide

Preferred:

• Bachelor’s degree in IT Business or related field

• ITIL Foundation certification or willingness to obtain within 6 months

• A plus Network plus or OEM certifications Dell HP

• Experience supporting state government or child welfare agencies

• Familiarity with AZ360 or similar ERP asset management systems

• Experience managing geographically distributed field teams

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings etc

• Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitor