This is a remote position. Position Summary Lead a team of Support Engineers, Help Desk Technicians, and Service Desk Analysts. Serve as the highest escalation point for complex technical incidents. Remain hands-on with Microsoft 365, Azure, Active Directory, End User Computing, Cloud Platforms, Networking, and Collaboration Tools. Drive service excellence, SLA achievement, customer satisfaction, and continuous improvement. Key Leadership Responsibilities Manage daily operations of the support organization. Conduct 1:1 meetings and performance reviews. Coach, mentor, and develop junior and mid-level engineers. Support hiring, interviewing, onboarding, and workforce planning. Create development plans and succession plans. Drive accountability, ownership, and customer-centric culture. Technical Responsibilities Act as Tier 3/Tier 4 escalation point. Troubleshoot Microsoft 365, Teams, SharePoint, OneDrive, Exchange Online. Manage Azure AD, Azure Domain Services, Azure VDI. Support Active ...