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IT Support Manager - Remote

Posted 6 days ago
Customer Service
Full Time
USA

Overview

Sangoma Technologies is looking for an accomplished IT Support Manager to lead our technical support team and enhance our commitment to customer satisfaction. In this pivotal role, you will oversee IT support operations, ensuring our clients receive timely, efficient assistance.

In Short

  • Manage, mentor, and develop a team of IT support technicians.
  • Oversee the daily operations of the technical support department.
  • Develop and implement IT support policies and procedures.
  • Coordinate with other departments to resolve complex technical issues.
  • Analyze and report on support metrics for improvement.
  • Serve as a point of escalation for advanced technical support issues.
  • Maintain a knowledge base of support procedures and solutions.
  • Ensure adherence to service level agreements (SLAs).
  • Develop training programs for staff.
  • Stay current with industry trends and technologies.

Requirements

  • Experience in IT support management.
  • Strong leadership and mentoring skills.
  • Excellent customer service orientation.
  • Ability to analyze support metrics.
  • Familiarity with service level agreements.
  • Strong communication skills.
  • Knowledge of emerging technologies.

Benefits

  • Work remotely from the central and eastern US time zones.
  • Opportunity to lead a dynamic team.
  • Engage in continuous professional development.
  • Contribute to innovative technology solutions.
  • Participate in IT projects and initiatives.
Sangoma logo

Sangoma

Sangoma is a leading innovator in the business communications sector, boasting over 40 years of experience. The company offers a comprehensive suite of reliable and affordable Unified Communications as a Service (UCaaS) solutions, including telephony, meetings, and messaging, all within a single-vendor framework. Renowned for its commitment to innovation, Sangoma has made significant contributions to open-source projects like Asterisk and FreePBX, and has consistently ranked in the Gartner UCaaS Magic Quadrant for the past decade. As Sangoma continues to expand its offerings, including robust network and security services, it seeks to enhance its marketing operations to drive business growth and align sales strategies with its dynamic marketing initiatives.

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