Description

IT Support Manager

DRAFT-------Bhawna is in the process of updating the JD.

Sangoma Technologies is looking for an accomplished IT Support Manager to lead our technical support team and enhance our commitment to customer satisfaction. As a trusted leader in business communications solutions, we are focused on providing top-notch services that leverage innovative technology to foster better communication. In this pivotal role, you will oversee IT support operations, ensuring our clients receive timely, efficient assistance. You will also play an integral part in developing support strategies, managing a team of IT support technicians, and collaborating with various departments to enhance the overall customer experience. If you thrive in a fast-paced environment and have a passion for technology and customer service, we invite you to help us uphold our reputation for excellence. While this is a remote position in the US, we are accepting candidates from the central and eastern time zones.

Your Role

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.

Your passion for customer service and results-oriented approach will play a pivotal role in driving satisfaction across our user and partner base.

Requirements

Your Background:

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

What We Offer:

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.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

You must be authorized to work in the United States full-time for any employer. No agencies, please.

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NetFortris, A Sangoma Company

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IT Support Manager - Remote US