Manager, Digital Workspace Support

What you'll do

• Oversee Tier 2 support for enterprise digital workspace systems including email, cloud storage, and videoconferencing platforms.
• Manage the resolution of escalated incidents and service requests for Microsoft 365, Google Workspace, Zoom, and Box.
• Supervise, train, mentor, and evaluate the performance of technical support staff and unit supervisors.
• Oversee access administration including account provisioning, license assignment, and permissions compliance.
• Monitor service performance and support trends to ensure the health and reliability of digital workspace tools.
• Develop and document procedures, knowledge articles, and escalation paths to improve service delivery.
• Partner with stakeholders to identify emerging technology needs and coordinate incident response or change implementation.
• Review support metrics and customer feedback to identify opportunities for automation and process refinement.

What we're looking for

• Bachelor’s degree in a relevant field.
• Minimum 5 years of relevant experience.
• Experience supporting digital workspace systems.
• Experience supervising service or help desk employees (preferred).
• Knowledge of business and management principles.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to effectively plan, delegate, and supervise the work of others.