Sangoma Technologies is seeking an IT Support Manager to lead our technical support team and enhance customer satisfaction. You will oversee all IT support operations, develop strategic support initiatives, and collaborate with other departments to improve the customer experience.
What You'll Do
- 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.
What We're Looking For
- 7+ years of experience in IT support.
- 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.
Nice to Have
- 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.
Technical Stack
- Microsoft products
- Ticketing systems
- Remote support tools
- VoIP technologies
- Unified Communication systems
Benefits & Compensation
- Extensive Benefit Options (Health, Vision, Dental, Long & Short-term Disability)
- Flexible PTO plan & Company Holidays
- Employee Stock Option Purchase Plan
- 401K with matching
- Entrepreneurial work environment partnered with high-growth career opportunities
Work Mode
This is a remote position open to candidates in the US.
Sangoma Technologies is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
