IT Support Manager - Remote US jobs in United States
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NetFortris, A Sangoma Company · 16 hours ago

IT Support Manager - Remote US

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level

Sangoma Technologies is looking for an accomplished IT Support Manager to lead our technical support team and enhance our commitment to customer satisfaction. In this pivotal role, you will oversee IT support operations, ensuring our clients receive timely, efficient assistance while managing a team and developing support strategies.

Cloud InfrastructureCyber SecurityInformation TechnologyInternetLocation Based ServicesSoftware

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 managementCustomer serviceTeam leadershipTechnical support policiesService level agreementsTraining programsAnalytical skillsIndustry trends knowledgeMentoringCommunication skills

Required

Proven experience in managing a technical support team
Strong understanding of IT support operations and best practices
Excellent communication and interpersonal skills
Ability to analyze support metrics and identify areas for improvement
Experience in developing and implementing IT support policies and procedures
Ability to coordinate with other departments to resolve complex technical issues
Strong problem-solving skills and ability to serve as a point of escalation for advanced technical support issues
Experience in developing training programs for staff
Knowledge of service level agreements (SLAs) and quality standards
Passion for customer service and technology

Preferred

Experience in the telecommunications or business communications industry
Familiarity with emerging technologies and industry trends
Experience in participating in IT projects and initiatives

Company

NetFortris, A Sangoma Company

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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.
dateFounded in 1994
location
Seattle, Washington, USA
people-size201-500 employees
web-link
https://www.netfortris.com/

Funding

Current Stage
Growth Stage
Total Funding
unknown
2022-03-29Acquired
2014-01-27Private Equity

Leadership Team

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Gene Carr
co-Chief Executive Officer
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Recent News

EIN Presswire
Voice over Internet Protocol (VoIP) Global Market 2024 To Reach $229.83 Billion By 2028 At Rate Of 14.3%
2024-11-01
Company data provided by crunchbase