Sangoma Technologies is looking for an IT Support Manager to lead our technical support team. In this remote role, you will be responsible for enhancing customer satisfaction by overseeing IT support operations, developing strategic improvements, and managing the team that delivers high-quality service.
What You'll Do
- Manage, mentor, and develop a team of IT support technicians.
- Oversee the daily operations of the technical support department, ensuring high-quality service delivery.
- Develop and implement IT support policies, procedures, and best practices.
- Coordinate with other departments to resolve complex technical issues and provide customer feedback for 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 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
- Network troubleshooting tools
- VoIP technologies
- Unified Communication systems
Team & Environment
You will manage a team of IT support technicians in a managerial role leading the technical support team.
Benefits & Compensation
- Extensive Benefit Options (Health, Vision, Dental, Long & Short-term Disability), effective after a short waiting period.
- 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 based in the United States. We are considering candidates in central and eastern time zones.
Sangoma Technologies is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
