IT Support Manager

About the Opportunity: IT Support Manager at RemoteHunter

RemoteHunter is seeking an experienced IT Support Manager to lead their IT support team, focusing on enhancing business communications solutions through innovative technology. This fully remote position within the US (accepting candidates from the central and eastern time zones) is crucial for ensuring timely, efficient assistance and developing strategic support initiatives that improve customer experience.

Key Responsibilities:

• Manage, mentor, and develop a team of IT support technicians.
• Oversee daily technical support operations, ensuring high-quality service delivery.
• Develop and implement IT support policies, procedures, and best practices.
• Collaborate with other departments to resolve complex technical issues and integrate customer feedback.
• Analyze support metrics and generate reports to identify areas for continuous improvement.
• Act as a primary escalation point for advanced technical support challenges.
• Maintain a comprehensive knowledge base for support procedures and technical solutions.
• Ensure the team adheres to service level agreements (SLAs) and quality standards.
• Design and execute training programs to elevate staff technical skills and customer service expertise.
• Stay updated with industry trends and emerging technologies to continuously enhance support services.
• Contribute to IT projects and initiatives aimed at improving overall business operations.

Required Qualifications:

• 7+ years of IT support experience, with at least 3 years in a managerial or supervisory capacity.
• Bachelor’s degree in Information Technology, Computer Science, or equivalent practical experience.
• Solid understanding of IT service management (ITSM) frameworks.
• Proficiency with Microsoft products.
• Demonstrated experience in triaging IT ticket requests.
• Proven leadership and effective team management skills.
• Strong problem-solving and analytical capabilities.
• Excellent verbal and written communication skills.
• Ability to effectively manage multiple competing priorities in a dynamic work environment.
• Strong customer service orientation.
• Familiarity with various ticketing systems, remote support tools, and network troubleshooting techniques.

Preferred Qualifications:

• ITIL or other relevant IT service management certifications.
• Previous experience within the telecommunications or software industry.
• Knowledge of VoIP technologies and Unified Communication systems.
• Skilled in utilizing performance metrics and Key Performance Indicators (KPIs) to optimize team effectiveness.

Benefits & Perks:

• Comprehensive health, vision, and dental benefits, plus long and short-term disability.
• Flexible Paid Time Off (PTO) plan and company holidays.
• Employee stock option purchase plan.
• 401K plan with company matching contributions.
• An entrepreneurial work environment offering high-growth career opportunities.
• RemoteHunter is an equal opportunity employer committed to diversity and inclusion.

Key skills/competency:

• IT Support Management
• Team Leadership
• ITSM Frameworks
• Microsoft Products
• Ticket Triage
• Problem-Solving
• Customer Service
• Network Troubleshooting
• VoIP Technologies
• SLA Management