Technical Support Manager

Responsibilities

• Lead and mentor a distributed team of four Technical Support Specialists across Chicago and the Philippines.
• Manage overall Service Desk operations, including desktop support, A/V, and software applications.
• Administer the Zendesk ticketing platform and monitor metrics to ensure SLAs are consistently met.
• Champion the organization’s AI transformation by driving the adoption of automation to improve ticket resolution and efficiency.
• Serve as the senior escalation point for complex technical issues and provide white-glove support to executives.
• Oversee Microsoft 365 administration, including Exchange, Teams, SharePoint, and Entra ID.
• Manage IT hardware/software procurement, inventory, and the technical execution of high-profile company events.
• Oversee employee onboarding and offboarding processes to ensure accurate system access.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, or a related field (or equivalent experience).
• 5+ years of experience providing end-user support in a fast-paced corporate environment.
• 2+ years of experience leading and mentoring technical support teams.
• 3+ years of experience administering Microsoft 365 environments and core applications.
• Proven experience administering Zendesk or a comparable ITSM/ticketing platform.
• Strong expertise in Windows OS (specifically Windows 11) and networking fundamentals (IP, DHCP, DNS).
• Hands-on hardware troubleshooting experience with laptops, desktops, and conferencing equipment.

Preferred Qualifications

• Relevant industry certifications such as Microsoft 365 Certified Administrator, A+, or CCNA.
• Demonstrated success in implementing AI and automation to improve operational processes.

Benefits

• Competitive annual base pay ranging from $115,000 to $140,000.
• Annual discretionary bonus plan.
• Comprehensive insurance offerings including medical, dental, and vision starting day one.
• Retirement savings programs.

About the Company

Founded in 1989 and headquartered in Chicago, Jet Support Services, Inc. (JSSI) is the largest independent provider of hourly cost maintenance programs for business aviation. JSSI delivers comprehensive coverage for engines, airframes, and auxiliary power units across more than 300 different aircraft makes and models, helping owners and operators stabilize maintenance budgets and protect asset value.