Technical Support Manager

CAI•Phoenix, AZ

2d•$80,000 - $90,000•Onsite

About The Position

We are looking for a motivated Technical Support Manager ready to take us to the next level! If you have experience leading the day-to-day performance of a field technician team supporting 6,500 workstations and mobile devices and are looking for your next career move, apply now. We are looking for a Technical Support Manager to lead day-to-day operations of a statewide ADCS endpoint support program, including supervising field technicians, managing ticket queues, and ensuring high-quality on-site service delivery. This position will be a full-time, contract role and onsite in Phoenix, AZ, with travel required to ADCS locations across the state.

Requirements

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

Nice To Haves

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

Responsibilities

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