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# TECHNICAL SUPPORT MANAGER

- **Company:** Michigan Broadband Services
- **Location:** Escanaba, MI, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Software, Network Diagnostics, Information Technology
- **Published:** August 12, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a7c0478f24e0a061

## About the Role

* 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

## Description

This position is ideal for someone with a strong background in managing support teams, optimizing workflows, and delivering exceptional service. The Level 2 Technical Support Manager will oversee the day-to-day operations of the support desk, ensuring timely and high-quality responses to customer inquiries, incidents, and service requests. The Level 2 Technical Support Manager will establish and uphold service standards, drive operating excellence, and ensure that satisfactory resolutions are completed in a timely manner. This position may require the ability and/or availability to work some evenings, weekends and holidays., * 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.


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