LEVEL 2 TECHNICAL SUPPORT MANAGER
Confidential
Posted: January 30, 2026
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Quick Summary
Manage day-to-day operations of the support desk, ensuring timely and high-quality responses to customer inquiries, incidents, and service requests.
Required Skills
Job Description
Michigan Broadband Services is looking for a Level 2 Technical Support Manager to work in our Escanaba MI office. This position is ideal for someone with a strong background in managing support teams, optimizing workflows, and delivering exceptional service. The Level 2 Technical Support Manager will oversee the day-to-day operations of the support desk, ensuring timely and high-quality responses to customer inquiries, incidents, and service requests. The Level 2 Technical Support Manager will establish and uphold service standards, drive operating excellence, and ensure that satisfactory resolutions are completed in a timely manner. This position may require the ability and/or availability to work some evenings, weekends and holidays.
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.
QUALIFICATIONS:
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.
Familiarity with ADTRAN AOE platform, Calix platforms, Ubiquity and Plume is a plus.
Knowledge of Microsoft applications
BENEFITS:
Health, dental and life insurance
401(k) with company match
Paid time off
Holiday pay