Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ANP Advanced Network Products, Inc: A Coretelligent Company

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1984

🔒 Cybersecurity

IT Services • Cybersecurity • Cloud Services

ANP Advanced Network Products, Inc: A Coretelligent Company is an IT services firm that specializes in smart IT infrastructure solutions to transform businesses. They provide a wide range of services including technology consulting, IT outsourcing, cybersecurity, AI & automation, data analytics, and cloud services. With a focus on maximizing productivity and ensuring compliance, ANP helps businesses achieve their strategic goals through comprehensive IT management and support.

📋 Description

• Lead, coach, and develop Remote Support Engineers, including performance management, feedback, and career development • Oversee daily operations, including ticket queues, service requests, and incident response to ensure timely resolution • Drive accountability to SLAs, KPIs, and service delivery standards • Monitor team performance and quality, including ticket handling, communication, and resolution effectiveness • Conduct regular quality assurance reviews of written and verbal client interactions • Identify performance trends and implement coaching or process improvements as needed • Manage service prioritization and resource allocation to ensure efficient handling of incoming work • Act as an escalation point for complex client issues and ensure timely resolution • Participate in a manager-level on-call rotation for escalations • Partner with Systems, Project Engineering, Security, and other teams to ensure alignment and seamless client experience • Serve as a key liaison between Remote Support and internal stakeholders • Ensure smooth handoffs between support, project work, and ongoing system management • Analyze trends in client issues, ticket volume, and team performance to identify opportunities for improvement • Drive continuous improvement initiatives to enhance efficiency, consistency, and client satisfaction • Support implementation of new tools, processes, and service delivery enhancements • Ensure team adherence to established processes, documentation standards, and best practices • Support training initiatives and onboarding for new team members • Foster a positive, accountable, and high-performing team culture

🎯 Requirements

• 4–7+ years of experience in IT support or service delivery, including leadership experience in an MSP environment • Proven experience managing technical support teams and driving performance against SLAs and KPIs • Strong understanding of IT infrastructure, including Microsoft environments (O365, Azure), networking, and virtualization • Experience with IT service management tools and platforms (e.g., ServiceNow, Kaseya, IT Glue, or similar) • Strong communication skills with the ability to engage effectively with clients, team members, and leadership • Highly organized with strong attention to detail and ability to manage multiple priorities • Ability to operate in a fast-paced, client-focused environment

🏖️ Benefits

• Competitive salary • Amazing benefits • Great vacation package • Healthy work-life balance • Opportunities to grow your career from within • Health, Dental, & Vision • Flexible Spending Account (FSA) • 401k • Health Reimbursement Account (HRA) • Health Savings Account (HSA) • Life Insurance • Disability Insurance • Paid Parental Leave • Holiday Pay • Flexible Vacation & Sick Days • Fourteen holidays, including a day off on your birthday • Flexible vacation • Spot bonuses for demonstrated excellence • Community and social events • Learning and development • Flexible working life • $100 well-being allowance • Other health & wellness perks • Reasonable accommodations for individuals with disabilities in a remote setting