IT Support Manager
RemoteHunter
Job Overview
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Job Description
About the Opportunity
The organization provides business communications solutions focused on leveraging innovative technology to improve communication. The IT Support Manager role leads the IT support team to ensure timely, efficient assistance and develops support strategies to enhance customer experience. This 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 Qualifications
- 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
The company offers comprehensive benefits including health, vision, dental, and disability after a short waiting period. Enjoy a flexible PTO plan, company holidays, an employee stock option purchase plan, and a 401K plan with matching. This is an entrepreneurial work environment with high-growth career opportunities. We are an equal opportunity employer committed to diversity and inclusion.
Key skills/competency
- IT Support
- Team Management
- ITSM
- Microsoft Products
- Ticketing Systems
- Remote Support Tools
- Network Troubleshooting
- Problem-Solving
- Customer Service
- Communication Skills
How to Get Hired at RemoteHunter
- Understand RemoteHunter's model: Acknowledge RemoteHunter connects candidates to employers, so tailor your application to the *hiring company*.
- Showcase leadership experience: Highlight 3+ years managing IT support teams effectively.
- Demonstrate ITSM expertise: Emphasize your knowledge of IT service management frameworks.
- Quantify achievements: Provide metrics for improved service, efficiency, or team development.
- Highlight communication skills: Prepare examples of resolving complex issues and managing feedback.
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