Condé Nast is hiring a Manager, Remote Support

Condé Nast is looking for a Manager, Remote Support to lead and provide technical support as part of our Global Support team. In this role, you will champion the delivery of seamless, coherent colleague support while protecting the company's IP through IT security best practices.

What You'll Do

• Act as a player-coach, both leading a team and directly handling support issues.
• Lead a team of ~6 support engineers spanning EMEA and U.S. hours.
• Manage team performance, scheduling, and workload distribution.
• Triage and log all incoming support calls into ServiceNow, providing first-call resolution where possible.
• Manage the ServiceNow support queue, escalating requests appropriately.
• Provide first and second level troubleshooting and issue resolution.
• Monitor high-impact issues to ensure all relevant staff are deployed effectively.
• Communicate current support issues to relevant Global support colleagues via agreed procedures.
• Provide ad-hoc audio/visual support for meetings, events, conferences, and webinars.
• Integrate with other support teams for seamless colleague support.
• Champion IT Security and apply policies and procedures to protect company IP.

What We're Looking For

• Solid experience leading support teams for Mac and Windows systems in an Active Directory environment.
• Knowledge of building and troubleshooting Mac and Windows systems and hardware.
• Strong network troubleshooting capability.
• Excellent troubleshooting, customer service, and communication skills.
• Willingness to work UK hours (and possibly U.S. hours).
• Ability to work in-office Monday-Friday.
• Technical proficiency in Windows and Mac OS (80%+ Mac), G-Suite, Office365, Active Directory, and Adobe CC Enterprise.
• Experience working to SLAs and ITIL-based processes.
• PC and Mac hardware troubleshooting skills.
• Printer troubleshooting skills.
• Network essentials (TCP/IP basics) and connectivity troubleshooting.
• Audio Visual skills, particularly with Zoom.
• Mobile device support experience (iPhone / iOS).
• Familiarity with Bomgar, Sophos, Slack, Polycom, ServiceNow, 8x8, and OKTA.

Nice to Have

• Existing troubleshooting/helpdesk experience.

Technical Stack

• Windows, Mac OS
• G-Suite, Office365, Active Directory
• Adobe CC Enterprise
• Bomgar, Sophos, Slack, Polycom, ServiceNow, 8x8, OKTA, Zoom

Team & Environment

You will lead a team of ~6 support engineers as part of the Global Support team, specifically the HQ Support Team, providing coverage across EMEA and U.S. hours.

Work Mode

This is an onsite position located in Bengaluru, KA.

Condé Nast is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, familial status and other legally protected characteristics.