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 #J-18808-Ljbffr