IT Support Manager - Remote

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 the IT support operations, ensuring our clients receive timely and 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 issues.
• Maintain a knowledge base of support procedures and solutions.
• Ensure adherence to service level agreements and quality standards.
• Develop training programs for staff enhancement.
• Stay current with industry trends and technologies.

Requirements

• Proven experience in IT support management.
• Strong leadership and team development skills.
• Excellent problem-solving abilities.
• Knowledge of customer service best practices.
• Ability to analyze metrics and report findings.
• Experience in developing training programs.
• Familiarity with emerging technologies.
• Excellent communication skills.
• Ability to work in a fast-paced environment.
• Passion for technology and customer service.

Benefits

• Remote work flexibility.
• Opportunity to lead a dynamic team.
• Engagement with innovative technology.
• Focus on customer satisfaction.
• Professional development opportunities.