This job has closed.

NetFortris, A Sangoma Company · 1 day ago

IT Support Manager - Remote US

United States

Full-time

Remote

Senior Level

7+ years exp

NetFortris, A Sangoma Company is seeking an accomplished IT Support Manager to lead their technical support team and enhance customer satisfaction. In this pivotal role, you will oversee IT support operations, manage a team of technicians, and develop support strategies to ensure timely assistance for clients.

Cloud InfrastructureCyber SecurityInformation TechnologyInternetLocation Based ServicesSoftware

No H1B

Responsibilities

Manage, mentor, and develop a team of IT support technicians

Oversee the daily operations of the technical support department, ensuring the delivery of 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 for continual improvement

Analyze and report on support metrics to identify areas for improvement

Serve as a point of escalation for advanced technical support issues

Maintain a comprehensive knowledge base of support procedures and technical solutions

Ensure team adherence to service level agreements (SLAs) and quality standards

Develop training programs for staff to enhance technical skills and customer service capabilities

Stay current with industry trends and emerging technologies to continuously enhance support services

Participate in IT projects and initiatives to improve overall business operations

Qualification

IT support managementIT service managementMicrosoft productsITIL certificationCustomer serviceTicketing systemsNetwork troubleshootingTeam managementProblem-solving

Required

7+ years of experience in IT support, with at least 3 years in a managerial or supervisory role

Bachelor's degree in Information Technology, Computer Science, or related years of experience in IT

Strong understanding of IT service management (ITSM) frameworks

Strong Microsoft experience and working knowledge of all products

Must have experience in triaging IT ticket requests

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 and a commitment to excellence

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

Preferred

ITIL certification or other relevant IT service management certifications

Experience working in the telecommunications or software industry

Knowledge of VoIP technologies and Unified Communication systems

Proficient in using performance metrics and KPIs to drive team effectiveness

Benefits

Extensive Benefit Options (Health, Vision, Dental, Long & Short-term Disability), effective after a short waiting period

Flexible PTO plan & Company Holidays

Employee Stock Option Purchase Plan

401K with matching

Entrepreneurial work environment partnered with high-growth career opportunities.

Company

NetFortris, A Sangoma Company

Established more than 20 years ago, NetFortris has grown to become the leading provider of secure cloud communication solutions to forward-thinking, mid-sized and enterprise businesses.

Founded in 1994

Seattle, Washington, USA

201-500 employees