IT Support Manager - Remote US
Company:Sangoma
Location:United States, EST, CST
Languages:English
Seniority level:Manager, 7+ years
Experience:7+ years
Skills:
LeadershipProject ManagementCross-functional Team LeadershipOperations ManagementAgile methodologiesCommunication SkillsProblem SolvingCustomer serviceMentoringWritten communicationTeam managementVerbal communicationTroubleshootingTechnical support
Requirements:
Bachelor’s degree in Information Technology, Computer Science, or a related field 7+ years of experience in IT support At least 3 years in a managerial or supervisory role Strong understanding of IT service management (ITSM) frameworks Proven leadership and team management skills Excellent problem-solving and analytical abilities Exceptional verbal and written communication skills Ability to work in a fast-paced environment and manage competing priorities Strong customer service orientation Familiarity with ticketing systems, remote support tools, and network troubleshooting ITIL certification or other relevant IT service management certifications (preferred) Experience working in the telecommunications or software industry (preferred) Knowledge of VoIP technologies and Unified Communication systems (preferred) Proficient in using performance metrics and KPIs (preferred)
Responsibilities:
Manage, mentor, and develop a team of IT support technicians Oversee the daily operations of the technical support department Develop and implement IT support policies, procedures, and best practices Coordinate with other departments to resolve complex technical issues Analyze and report on support metrics Serve as a point of escalation for advanced technical support issues Maintain a comprehensive knowledge base of support procedures Ensure team adherence to service level agreements (SLAs) Develop training programs for staff Stay current with industry trends and emerging technologies Participate in IT projects and initiatives
