Technical Support Operations Manager - L1 Service Desk

BrickRed Systems is seeking an experienced Technical Support Operations Manager – L1 Service Desk to lead onsite Level 1 technical support operations in Redmond, WA.

The ideal candidate will have strong experience managing L1 technical support/service desk teams , with direct ownership of SLAs, KPIs, incident queues, workforce performance, escalations, and continuous service improvement .

This is a hands-on operations leadership role requiring someone who can manage day-to-day service delivery while using operational data to improve response times, resolution rates, customer satisfaction, and overall support quality.

Key Responsibilities

• Lead day-to-day operations of the L1 Technical Support / Service Desk team, including agents, leads, and shift coverage.
• Ensure achievement of contractual and operational SLAs, OLAs, and KPIs .
• Monitor key metrics including First Contact Resolution (FCR), Average Handle Time (AHT), First Response Time, Mean Time to Resolution (MTTR), abandonment rate, ticket backlog, SLA compliance, reopen rate, escalation rate, and CSAT .
• Manage incoming technical support requests across phone, email, chat, and ticketing channels.
• Establish appropriate staffing and scheduling based on support volumes, peak periods, service levels, and coverage requirements.
• Review daily and weekly operational dashboards and identify trends, bottlenecks, and corrective actions.
• Lead incident escalations and coordinate with L2/L3 support, engineering, infrastructure, security, and other resolver groups .
• Establish clear escalation matrices and ensure high-priority incidents receive appropriate attention.
• Drive adherence to ITIL-based incident, request, problem, and knowledge management practices .
• Develop and maintain Standard Operating Procedures (SOPs), knowledge articles, troubleshooting guides, runbooks, and escalation procedures .
• Conduct regular ticket quality audits and coaching sessions to improve troubleshooting and documentation standards.
• Manage agent productivity and performance through scorecards, coaching, training, and performance improvement plans where necessary.
• Conduct root-cause and trend analysis to identify recurring support issues and opportunities for ticket deflection or automation.
• Partner with stakeholders to conduct service reviews and SLA/KPI reporting , highlighting performance, risks, improvement initiatives, and action plans.
• Support onboarding and technical training of new L1 support analysts.
• Champion a culture of accountability, customer focus, technical excellence, and continuous improvement.

Required Technical Skills & Experience

• 5+ years of experience in IT Service Desk, Help Desk, Technical Support, or IT Support Operations.
• 2+ years of experience managing or supervising an L1 technical support/service desk team.
• Strong understanding of SLA and KPI management , including building and interpreting operational dashboards and scorecards.
• Hands-on experience with ITSM/ticketing platforms such as ServiceNow, Jira Service Management, Freshservice, BMC Helix, or similar platforms .
• Working knowledge of ITIL practices , particularly Incident Management, Request Fulfillment, Problem Management, Escalation Management, and Knowledge Management.
• Experience managing enterprise L1 troubleshooting for areas such as Windows, Microsoft 365, Outlook, Teams, VPN, authentication/access, endpoint devices, basic network connectivity, and application support .
• Strong understanding of priority/severity models such as P1/P2/P3/P4 and associated response and resolution targets.
• Proven ability to analyze operational data and translate performance trends into corrective actions.
• Experience with workforce planning, shift scheduling, capacity management, and support-volume forecasting.
• Excellent communication, stakeholder management, customer-service, and escalation-management skills.

Preferred Qualifications

• ITIL Foundation certification.
• Experience supporting enterprise or managed-services environments.
• Experience with ServiceNow reporting, Power BI, or similar operational analytics tools .
• Experience managing multi-channel support operations including phone, chat, email, and ITSM tickets.
• Familiarity with Microsoft 365, Microsoft Entra ID, Active Directory, Intune, Windows endpoints, and remote-support technologies .
• Experience working with geographically distributed L2/L3 or engineering teams is an advantage.

ABOUT BRICKRED SYSTEMS

BrickRed Systems is a global leader in next-generation technology consulting and workforce solutions, specializing in delivering high-quality talent across digital, engineering, marketing, analytics, finance, operations, and business transformation domains. With a strong emphasis on innovation, scalability, and client success, BrickRed Systems helps organizations solve complex business challenges by providing skilled professionals across strategy, technology, creative, and operational functions. BrickRed fosters a culture of continuous learning, collaboration, and excellence, enabling professionals to contribute to high-impact global initiatives while advancing their careers.