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L1 Support Manager

Veltris

Key Facts

Remote From: 
Anywhere
Full time
Expert & Leadership (>10 years)
English

Other Skills

  • •
    Troubleshooting (Problem Solving)
  • •
    Team Leadership
  • •
    Communication
  • •
    Analytical Skills

Roles & Responsibilities

  • 6-10+ years in IT Support or Service Management
  • 2-5+ years leading support teams
  • Microsoft 365 administration expertise
  • Azure administration expertise

Requirements:

  • Lead a team of Support Engineers, Help Desk Technicians, and Service Desk Analysts
  • Serve as the highest escalation point for complex technical incidents
  • Manage daily operations of the support organization
  • Drive service excellence, SLA achievement, customer satisfaction, and continuous improvement

Job description

This is a remote position.

Position Summary 

  • Lead a team of Support Engineers, Help Desk Technicians, and Service Desk Analysts. 

  • Serve as the highest escalation point for complex technical incidents. 

  • Remain hands-on with Microsoft 365, Azure, Active Directory, End User Computing, Cloud Platforms, Networking, and Collaboration Tools. 

  • Drive service excellence, SLA achievement, customer satisfaction, and continuous improvement.  

 

Key Leadership Responsibilities 

  • Manage daily operations of the support organization.  

  • Conduct 1:1 meetings and performance reviews. 

  • Coach, mentor, and develop junior and mid-level engineers. 

  • Support hiring, interviewing, onboarding, and workforce planning. 

  • Create development plans and succession plans. 

  • Drive accountability, ownership, and customer-centric culture.  

 

Technical Responsibilities 

  • Act as Tier 3/Tier 4 escalation point. 

  • Troubleshoot Microsoft 365, Teams, SharePoint, OneDrive, Exchange Online. 

  • Manage Azure AD, Azure Domain Services, Azure VDI.  

  • Support Active Directory, Group Policies, DNS, DHCP. 

  • Administer user provisioning, licensing, MFA, Conditional Access. 

  • Support endpoint devices, printers, VPN, remote access technologies. 

  • Perform PowerShell and Azure CLI automation. 

  • Support AWS and Google Cloud environments when required.  

 

Service Delivery Responsibilities  

  • Own SLA compliance and service quality. 

  • Manage incidents, problems, requests, and changes. 

  • Monitor ticket queues and backlog. 

  • Drive root cause analysis and preventive actions. 

  • Review trends and recurring incidents. 

  • Publish operational reports and service reviews. Stakeholder Management 

  • Partner with business leaders and project teams. 

  • Provide executive-level communication during major incidents. 

  • Manage vendor relationships and escalations. 

  • Present service metrics and improvement plans.  

 


Requirements

Required Skills 

  • 6-10+ years in IT Support or Service Management. 

  • 2-5+ years leading support teams. 

  • Microsoft 365 administration expertise. 

  • Azure administration expertise. 

  • Strong troubleshooting and analytical skills. 

  • Excellent verbal and written communication.  

Preferred Certifications 

  • Microsoft Azure Administrator. 

  • ITIL Foundation or higher. 

  • Microsoft 365 Administrator. 

  • AWS Cloud Practitioner. 

  • CompTIA Network+ or Security+. 
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