IT Support Manager - Remote

Overview

The IT Support Manager is responsible for managing end-user support services, ensuring technology adoption, and leading a team of site services support staff within a designated region.

In Short

• Manage end-user break-fix support and technology adoption.
• Coach and mentor site services support staff.
• Oversee incident ticket analysis and queue management.
• Facilitate onboarding and offboarding processes.
• Ensure adherence to service level agreements (SLAs).
• Provide training on new technology to end users.
• Act as an escalation manager for support issues.
• Manage performance of the support team.
• Participate in problem management processes.
• Promote knowledge sharing through documentation.

Requirements

• Bachelor's degree or equivalent experience in a related field.
• 7+ years of technical experience in a corporate environment.
• 5+ years of IT supervisory experience.
• Knowledge of IT processes and project management.
• ITIL Foundation Level certification preferred.
• Excellent customer service and problem-solving skills.
• Strong interpersonal and organizational skills.
• Ability to work independently and in a team.
• Experience with ServiceNow is a plus.
• Industry-related technical certifications are a plus.

Benefits

• Health, vision, and dental insurance.
• Flexible spending accounts and health savings accounts.
• Retirement savings plans.
• Life and disability insurance programs.
• Paid and unpaid time off.
• Competitive pay based on various eligibility factors.
• Opportunities for career development and training.
• Supportive work environment.
• Equal opportunity employer.
• Comprehensive benefits package.