IT End User Support Manager

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🕒 July 16

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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Sangoma

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1984

🏢 Enterprise

Communications • Enterprise • Managed Security

Sangoma is a leading business cloud, hybrid, and on-premises communications platform that provides reliable in-house solutions along with network and security services. With over 40 years of experience, Sangoma offers a wide array of products including voice, video, networking, and productivity tools designed to enhance employee efficiency and customer satisfaction. They serve over 100,000 customers, delivering tailored solutions that maximize collaboration while minimizing costs, and ensure business continuity through innovative technologies.

📋 Description

• Lead, mentor, and develop a global IT support team delivering end-user support across multiple regions and time zones. • Manage daily service desk operations including incident management, service requests, escalations, SLA -performance, and ticket queues. • Ensure tickets are accurately categorized, prioritized, assigned, and resolved in a timely manner. • Monitor support metrics, ticket trends, recurring incidents, and team performance to identify root causes, reduce ticket volumes, improve user experience, and drive continuously improve service improvement. • Drive operational excellence through strong process management, documentation standards, service delivery best practices, accountability, and continuous improvement. • Manage onboarding/offboarding, vendor management, procurement and hardware lifecycle management, access provisioning, endpoint management, and end-user support operations. • Drive continuous improvement through workflow optimization, self-service capabilities, automation, and AI-driven support solutions that improve operational efficiency and reduce manual effort. • Ensure compliance with established operational controls, audit requirements, and service management standards. • Manage critical incidents, executive escalations, and cross-functional communication during high-impact service disruptions. • Partner cross-functional with infrastructure, security, HR, legal, procurement, and business teams to resolve issues and improve support operations. • Support operational integration and process standardization initiatives related to mergers, acquisitions, and platform consolidations.

🎯 Requirements

• **Your Background:** • - 10+ years of IT support, service desk, or end-user services experience. • - 5+ years of experience leading technical support or IT operations teams. • - Proven ability to build, mentor, and manage high-performing technical support teams. • - Strong experience managing SLA-driven support organizations and ticketing systems in complex enterprise environments. • - Strong experience with Microsoft 365 administration and end-user technologies. • - Experience supporting SaaS, cloud-based, or global enterprise environments preferred. • - Proven experience improving operational processes, documentation, workflow efficiency, and service delivery. • - Familiarity with workflow automation, self-service technologies, and AI-driven support tools preferred. • - Experience supporting distributed global workforces and multi-region operations preferred. • - Understanding IT operational controls, security best practices, compliance, and audit requirements including SOX. • - Strong organizational, analytical, and problem-solving skills with exceptional attention to detail. • - Excellent verbal and written English communication skills. • - ITIL certification or equivalent service management experience preferred. • - Bachelor's degree in information technology, Computer Science, or equivalent experience.

🏖️ Benefits

• **What We Offer:** • - Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period • - Matching 401K program - 100% match on 4%. • - Employee Stock Purchase Plan after one year of service. • - Flexible Time Off & Company Holidays • - Entrepreneurial work environment partnered with high growth career opportunities • - We value transparency and fairness in our compensation practices. For this role, we offer a salary range based on location, commensurate with experience, qualifications, and location. • Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge? • Must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes, please. • *Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.*