IT Support Manager - Remote US

1 month, 1 week ago
Full-time
Lead
Customer and Technical Support
Sangoma Technologies

Sangoma Technologies

Sangoma Technologies specializes in providing comprehensive business communication solutions, including scalable Voice Over IP telephony systems, Unified Communications as a Service (UCaaS), and various hardware and software components that enhance IP ...

Diversified Telecommunication Services
251-1K
Founded 1984
$28M raised

Description

  • Lead and develop a global End User Services team of 8 professionals across multiple regions and time zones.
  • Manage daily service desk operations, including incident management, service requests, escalations, and issue resolution.
  • Oversee ticket triage, prioritization, categorization, assignment, and SLA compliance in a high-volume environment.
  • Monitor workload distribution, team performance metrics, ticket queues, and service performance trends.
  • Ensure timely onboarding, offboarding, access provisioning, hardware lifecycle management, and end-user support delivery.
  • Maintain and improve operational procedures, knowledge base articles, and process documentation.
  • Identify recurring ticket patterns, process bottlenecks, and service inefficiencies, and drive corrective actions.
  • Partner with technical, infrastructure, security, HR, legal, and other business teams to resolve issues and improve services.
  • Develop reporting and metrics to provide visibility into service performance and improvement opportunities.
  • Oversee global procurement of end-user hardware.

Requirements

  • 10+ years of progressive IT support, service desk, or end-user services experience.
  • 5+ years of leadership experience managing technical support teams.
  • Demonstrated success managing operational processes in complex enterprise environments.
  • Strong experience with Microsoft 365 and related services.
  • Strong understanding of IT service management principles and ticketing systems.
  • Experience with SOX and auditors.
  • Experience managing SLA-driven support organizations.
  • Exceptional organizational skills and attention to detail.
  • Bachelor's degree in information technology, Computer Science, or a related field, or equivalent experience.
  • Preferred: experience supporting global teams and distributed workforces.
  • Preferred: experience leading process improvement or operational transformation initiatives.
  • Preferred: exposure to workflow automation platforms and IT process automation.
  • Preferred: experience with knowledge management, service catalog development, and self-service capabilities.
  • Preferred: ITIL certification or equivalent service management experience.
  • Preferred: experience integrating and standardizing support processes following mergers or acquisitions.

Benefits

  • Extensive medical, vision, dental, long-term disability, and short-term disability coverage after a short waiting period.
  • Flexible PTO plan plus company holidays.
  • Employee Stock Option Purchase Plan.
  • 401(k) with matching contributions.
  • Entrepreneurial work environment with high-growth career opportunities.

Interested in this position?

Apply directly on the company website

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