About Parametrix
Parametrix is a 100% employee-owned consulting firm helping clients deliver resilient infrastructure, vibrant and livable communities, and environmentally sustainable solutions. We are a team of professional construction managers, engineers, management consultants, planners, scientists, and surveyors dedicated to delivering outstanding client service. We build lasting partnerships and collaborate with our clients to envision possibilities and create tomorrow, together.
Recognized as a top workplace, we’re committed to a culture that values work-life balance, professional growth, and the well-being of our people.
About the Opportunity
The Digital Support Manager is a key operational leader within Digital Services, partnering closely with the Director of Digital Services to drive execution, service delivery, and operational excellence. This role oversees Service Desk operations and support staff while coordinating cross-functional initiatives with Digital Services leadership and business partners across Finance, HR, Corporate Services, and other departments. The Digital Support Manager ensures priorities move forward, removes operational roadblocks, promotes accountability, and provides leadership with clear visibility into progress, risks, and opportunities. Success in this role requires a balance of technical expertise, strong organizational skills, and the ability to translate strategic priorities into effective day-to-day operations.
Work Authorization: Applicants must be legally authorized to work in the United States at the time of application. Parametrix does not sponsor employment visas for this position now or in the future.
Your Role on the Team:
- Lead day-to-day Service Desk operations, including ticket triage, prioritization, escalations, queue management, customer communication, and service quality.
- Supervise, coach, and develop Service Desk staff through performance management, training, workload balancing, cross-training, and regular feedback.
- Serve as the primary escalation point for complex technical issues involving Microsoft 365, identity and access management, endpoint devices, remote support, collaboration tools, and business applications.
- Manage the endpoint lifecycle, including hardware standards, deployment, Intune enrollment, refresh planning, and coordination with infrastructure teams.
- Administer software licensing and SaaS platforms, including user access, renewals, entitlement reviews, and support for Microsoft 365, AI tools, engineering applications, and other business systems.
- Partner with Procurement, Finance, and vendors to coordinate hardware and software purchasing, renewals, inventory, licensing, and invoice support.
- Develop and maintain documentation, knowledge articles, support procedures, and technical standards to improve consistency and knowledge sharing.
- Monitor Service Desk metrics, customer feedback, and support trends to identify opportunities for process improvements and enhanced service delivery.
- Promote the effective, secure, and responsible use of AI, automation, and productivity tools by supporting pilots, managing access, developing guidance, and helping employees adopt new technologies.
- Contribute to Digital Services AI strategy by staying current on emerging technologies, governance practices, security considerations, and approved business use cases.
- Coordinate with Infrastructure, Cybersecurity, HR, Finance, Corporate Services, and business teams to support cross-functional initiatives and ensure alignment with security, compliance, and organizational priorities.
- Track Digital Services initiatives and project deliverables, proactively identifying risks, stalled work, and dependencies to support successful execution.
- Maintain visibility into AI and automation initiatives across the organization, ensuring appropriate governance and security review before production deployment.
- Participate in incident response, business continuity planning, and after-hours support during critical incidents or maintenance activities.
- Manage administrative responsibilities including staffing, scheduling, budgets, training, resource planning, and timesheet approval.
- Represent Digital Services in cross-functional meetings, communicating priorities, project status, risks, and recommendations to stakeholders.
What You Bring to the Team:
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field; equivalent professional experience will be considered.
- 10+ years of experience in IT support, Service Desk operations, systems administration, endpoint management, or a related technical role.
- 3+ years of leadership experience supervising, mentoring, or coordinating technical support teams.
- Experience supporting Microsoft 365, Entra ID (Azure AD), endpoint management (Intune), identity and access management, remote support tools, IT service management platforms, SaaS applications, software licensing, vendor management, and technical documentation.
- Experience implementing service improvements, developing support processes, and managing cross-functional technology initiatives.
- Working knowledge of AI-enabled productivity tools, responsible AI practices, and governance principles.
- Experience supporting professional services, engineering, consulting, or distributed-office environments is preferred.
- ITIL Foundation, Microsoft, Intune, CompTIA, HDI, Microsoft AI, or similar industry certifications are preferred but not required.
Why Join Parametrix?
Employee Ownership & Great Benefits: As a 100% employee-owned company, you will share in and contribute to Parametrix's success. You will earn stock in your Employee Stock Ownership Plan (ESOP) account and be an important contributor to our collective achievements.
Our Benefits include:
- Comprehensive Healthcare (medical, dental, vision, short- & long-term disability insurance)
- Employee Stock Ownership Plan (financial profit sharing)
- Performance-based bonuses
- 401(k) Plan
- Paid Time Off (both vacation & sick/wellness time accruals)
- Paid Holidays
- Parental Bonding Leave
Exciting, Award-Winning Project Work: Our work earns recognition for its innovation and positive impact on communities, giving you the opportunity to contribute to projects that make a difference. Learn more at https://www.parametrix.com/our-work/
Flexible Work Arrangements: We understand the importance of work-life balance and offer flexible work arrangements to support our employee-owners' diverse needs. Whether it is hybrid, remote, or in-office, we provide options that allow you to work in a way that best suits your lifestyle while staying connected and engaged with your team.
Compensation is determined by factors such as education, experience, location, and role. As employee-owners, we are eligible for performance-based bonuses and our salaries are reviewed annually. We value transparency and look forward to discussing our compensation structure.
Our Commitment to You
Parametrix is committed to being an inclusive workplace, where team members of all backgrounds and experiences are welcome. As an equal opportunity employer, it is our policy and culture to provide opportunities to all persons based on merit and fitness to perform job duties. Employment decisions are based solely on business needs, job requirements, and individual qualifications, without regard to race, color, religion, creed, national or ethnic origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, religion, age (40 or older, as protected under the ADEA), disability (including physical, mental, or sensory), genetic information (including testing and characteristics), protected veteran status, or any other status or characteristic protected by applicable federal, state, or local laws or regulations.
At Parametrix, we are dedicated to encouraging an inclusive and accessible workplace. If you need any accommodations during the application or interview process, please let us know, and we will work with you to ensure your needs are met. We welcome and encourage candidates from all backgrounds to apply.
