IT Manager (Tier 2)- Remote

Experience with Enterprise VoIP/UC platforms. Experience with secure-access & zero-trust platforms (Zscaler, Palo Alto Prisma Access, Cisco Duo, Okta MFA, Cloudflare One). Strong understanding of networking fundamentals: DNS, VPN, routing, NAT/SBC, proxies, SSL/TLS, firewall, network security. Experience with Endpoint & device management: Intune/Autopilot, Jamf, NinjaOne, SentinelOne. Experience with Collaboration suites: Google Workspace, Microsoft 365, email security protocols (SPF/DKIM/DMARC). Experience with CRM and ticketing systems: HubSpot, Jira Service Management, Zendesk. Leadership experience in managing distributed support teams. Experience in resolving complex IT issues. Experience in maintaining documentation.

Supervise and mentor a distributed Tier 1 support team. Establish performance standards and monitor KPIs for the support team. Act as an escalation point for complex IT issues. Oversee zero-trust and secure-access platforms. Validate routing, policies, and authentication for secure access. Troubleshoot connectivity and performance issues. Manage enterprise VoIP/UC platforms. Troubleshoot SIP/RTP, codec, SBC/NAT, IVR, and call-quality issues. Maintain integrations with CRM and ticketing systems. Oversee Tier 1 escalations for Windows, macOS, SaaS, and network incidents. Manage collaboration suites and device management solutions. Manage endpoint security solutions. Partner with security, operations, and engineering teams. Maintain SOPs, runbooks, and knowledge base documentation. Ensure clear communication and escalation procedures.