Job Details

This range is provided by Sangoma. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.

Base pay range

$10,000.00/yr - $115,000.00/yr

Position Overview

Sangoma Technologies is looking for an accomplished IT Support Manager to lead our technical support team and enhance our commitment to customer satisfaction. As a trusted leader in business communications solutions, we are focused on providing top-notch services that leverage innovative technology to foster better communication. In this pivotal role, you will oversee IT support operations, ensuring our clients receive timely, efficient assistance, and will develop support strategies, manage a team of IT support technicians, and collaborate with various departments to enhance the overall customer experience.

While this is a remote position in the US, we are accepting candidates from the central and eastern time zones.

Responsibilities

• 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 solutionsEnsure 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

Requirements

• 7+ years of experience in IT support, with 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

Preferred Qualifications

• 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

Benefits

• 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

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

You must be authorized to work in the United States full-time for any employer. No agencies, please.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting

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