IT Support Manager

🕒 2 dias atrás

🏈 Ohio, Texas – Remoto

🏈 Ohio – Remote 🤠 Texas – Remote

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

💻 Suporte de TI

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Sangoma

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1984

🏢 Corporativo

Communications • Enterprise • Managed Security

A Sangoma é uma plataforma líder de comunicações empresariais em nuvem, híbrida e no local, que oferece soluções confiáveis internas juntamente com serviços de rede e segurança. Com mais de 40 anos de experiência, a Sangoma oferece uma ampla gama de produtos, incluindo ferramentas de voz, vídeo, redes e produtividade, projetadas para melhorar a eficiência dos funcionários e a satisfação dos clientes. Eles atendem a mais de 100. 000 clientes, oferecendo soluções personalizadas que maximizam a colaboração enquanto minimizam os custos e garantem a continuidade dos negócios por meio de tecnologias inovadoras.

Descrição

• 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 solutions. • Ensure 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.

🎯 Requisitos

• 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:** • 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.

🏖️ Benefícios

• 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.