Senior Manager - IT Support - Remote

Overview

We are seeking an experienced IT Support Manager to lead our technical support team in a fully remote capacity. The ideal candidate will possess exceptional interpersonal skills to effectively manage a distributed team, build strong relationships across the organization, and ensure efficient resolution of IT issues while maintaining excellent service standards.

In Short

• Lead and mentor a remote team of IT support specialists, fostering a collaborative and supportive virtual work environment
• Establish and maintain helpdesk service standards, KPIs, and SLAs
• Develop effective communication strategies to maintain team cohesion and clarity in a virtual setting
• Facilitate regular virtual team meetings and one-on-one check-ins to ensure alignment and address concerns
• Oversee the ticketing system, ensuring proper prioritization and timely resolution of technical issues
• Develop and implement IT support policies, procedures, and best practices
• Create and maintain comprehensive documentation for common IT issues and solutions
• Coordinate with other departments to understand their IT needs and ensure appropriate support
• Manage helpdesk resources, including hardware, software, and knowledge base systems
• Generate regular reports on helpdesk performance, identifying trends and areas for improvement

Requirements

• Exceptional remote team leadership and virtual collaboration abilities
• Strong emotional intelligence and empathy in handling user frustrations
• Clear and concise communication across various digital platforms
• Ability to translate technical concepts to non-technical users with patience and clarity
• Conflict resolution and de-escalation techniques
• Cultural sensitivity when working with diverse teams and users
• Adaptability and flexibility in changing situations
• Positive attitude and ability to maintain team morale in a virtual environment

Benefits

• Topstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication.
• 9 Company paid Holidays and generous Family Leave. Paid time off is accrued monthly.
• Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees
• Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.