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

Telecommunication Services

251-1K (570)

Founded 1984

$28M raised

13 open positions

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IT Support Manager - Remote US

3 weeks ago

United States

Full-time

Lead

Operations Manager

Customer and Technical Support

Apply Now

Sangoma Technologies

Diversified Telecommunication Services

251-1K

Founded 1984

$28M raised

View All Jobs 13

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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