IT Support Manager - Remote US

About the Opportunity:

The organization provides business communications solutions focused on leveraging innovative technology to improve communication. This role leads the IT support team to ensure timely, efficient assistance and develops support strategies to enhance customer experience. The position is remote within the US, accepting candidates from the central and eastern time zones.

Responsibilities:

• Manage, mentor, and develop IT support technicians.

• Oversee daily technical support operations to ensure high-quality service.

• Develop and implement IT support policies, procedures, and best practices.

• Coordinate with other departments to resolve complex technical issues and provide customer feedback.

• Analyze and report on support metrics to identify improvement areas.

• Serve as escalation point for advanced technical support issues.

• Maintain a comprehensive knowledge base of support procedures and technical solutions.

• Ensure team adherence to service level agreements and quality standards.

• Develop training programs to enhance staff technical skills and customer service.

• Stay current with industry trends and emerging technologies to improve support services.

• Participate in IT projects and initiatives to improve business operations.

Requirements:

• 7+ years of IT support experience, including 3+ years in managerial or supervisory roles.

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.

• Strong understanding of IT service management (ITSM) frameworks.

• Proficient with Microsoft products.

• Experience triaging IT ticket requests.

• Proven leadership and team management skills.

• Strong problem-solving and analytical abilities.

• Excellent verbal and written communication skills.

• Ability to manage competing priorities in a fast-paced environment.

• Strong customer service orientation.

• Familiarity with ticketing systems, remote support tools, and network troubleshooting.

Preferred:

• ITIL or other relevant IT service management certifications.

• Experience in telecommunications or software industry.

• Knowledge of VoIP technologies and Unified Communication systems.

• Skilled in using performance metrics and KPIs to enhance team effectiveness.

Benefits & Perks:

• Health, vision, dental, long and short-term disability benefits after a short waiting period.

• Flexible PTO plan and company holidays.

• Employee stock option purchase plan.

• 401K plan with matching.

• Entrepreneurial work environment with high-growth career opportunities.

• Equal opportunity employer including protected veterans and individuals with disabilities.

• Must be authorized to work in the United States full-time for any employer. No agencies.

Note:

“RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.”