Technical Support Manager

Technical Support Manager

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

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.

Job Description

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.

What You'll Do

• 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

What You'll Need

Required:

• 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

Preferred:

• Bachelor's degree in IT Business or related field
• ITIL Foundation certification or willingness to obtain within 6 months
• A+ Network+ 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

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to View email address on click.appcast.io or View phone number on click.appcast.io.

$80,000 to $90,000 per year

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.