LEVEL 2 TECHNICAL SUPPORT MANAGER jobs in United States
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Michigan Broadband Services · 3 months ago

LEVEL 2 TECHNICAL SUPPORT MANAGER

positionEscanaba, Michigan, United States
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

Michigan Broadband Services is looking for a Level 2 Technical Support Manager to work in our Escanaba MI office. This position involves managing support teams, optimizing workflows, and delivering exceptional service while overseeing day-to-day operations of the support desk.

InternetUnified CommunicationsVoIP

Responsibilities

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

Qualification

IT service managementLeadershipProblem-solvingADTRAN AOE platformCalix platformsUbiquityPlumeMicrosoft applicationsCommunicationCritical thinkingDecision-makingCalm under pressure

Required

5+ years of IT experience, including at least 2+ 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
Knowledge of Microsoft applications

Preferred

Familiarity with ADTRAN AOE platform, Calix platforms, Ubiquity and Plume is a plus

Benefits

Health, dental and life insurance
401(k) with company match
Paid time off
Holiday pay

Company

Michigan Broadband Services

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Michigan Broadband Services offers VoIP, internet and communication hosting programs and services.
dateFounded in 1908
location
Carney, Michigan, USA
people-size51-200 employees
web-link
https://www.michbbs.com/

Funding

Current Stage
Growth Stage

Recent News

MachTen, Inc.
Michigan Broadband Services Earns “Best of the Best Internet Provider” Award as Voted by the Public
2025-11-27
MachTen, Inc.
MachTen Reports Financial Results for the Second Quarter of 2025
2025-09-04
MachTen, Inc.
MachTen Reports Financial Results for the Full Year 2024 & First Quarter of 2025
2025-04-29
Company data provided by crunchbase