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MillerKnoll · 2 weeks ago

Associate Manager, Technology Support

Zeeland, MI

Full-time

Onsite

Mid, Senior Level

MillerKnoll is dedicated to design for the good of humankind, striving towards a sustainable and equitable future. The Associate Manager, Technology Support is responsible for overseeing a team of technicians, ensuring exceptional IT support through effective management of operations, performance metrics, and fostering team collaboration.

Design

H1B Sponsor Likely

Responsibilities

Lead and manage a team of technology support professionals, providing guidance, support, and mentorship to drive individual and team success

Create and manage work schedules to ensure adequate coverage for all shifts, balancing workload across the team

Conduct regular 1x1s, team check-ins, and coaching sessions to discuss performance, provide feedback, and support professional growth

Monitor support operations performance metrics, including ticket volumes, resolution times, and customer satisfaction, to ensure service-level agreements (SLAs) are consistently met

Analyze call and ticket drivers to identify trends, recurring issues, and areas for improvement. Collaborate with IT teams to address root causes

Serve as an escalation point for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders. Participate in a one week on call rotation for critical incidents once every other month

Host regular team meetings to share updates, discuss goals, and address challenges

Communicate organizational and departmental changes or initiatives to the team, ensuring alignment and understanding

Act as a liaison between the support teams and other IT departments, facilitating collaboration and knowledge sharing

Identify opportunities to improve support processes, tools, and workflows to enhance efficiency and user experience

Ensure accurate and up-to-date documentation for troubleshooting guides, procedures, and the knowledge base

Participate in IT projects and change management processes, representing the service desk perspective

Support the onboarding and training of new team members, ensuring they have the tools and knowledge needed to succeed

Promote a positive and inclusive team culture that encourages collaboration, accountability, and continuous learning

Qualification

Performance metrics analysisIT support processesLeadership skillsOrganizational skillsCommunication skillsProblem managementTeam managementInterpersonal skills

Required

Strong leadership and people management skills, with experience supervising or leading teams in a technical support environment

Excellent organizational and time-management abilities, with a focus on managing schedules and balancing team workloads

Proficiency in analyzing performance metrics, identifying trends, and implementing solutions to improve results

Advanced knowledge of IT support processes, tools, and best practices, including incident and problem management

Strong communication and interpersonal skills, with the ability to build relationships with team members, peers, and stakeholders

Ability to effectively handle escalations and guide the team through challenging situations

Benefits

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities.

Company

MillerKnoll

MillerKnoll is a collective of dynamic brands that comes together to design the world we live in.

Founded in 1905

Zeeland, Michigan, USA

10001+ employees

http://www.millerknoll.com/

H1B Sponsorship

MillerKnoll has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (3)

2023 (4)

2022 (1)