IT Support Manager

This is a fully remote position, open to applicants in Ohio, +1 more state.

📋 Description

• Lead, mentor, and cultivate a team of IT support technicians.

• Supervise the daily functions of the technical support department, ensuring high-quality service delivery.

• Create and enforce IT support policies, procedures, and best practices.

• Collaborate with other departments to address complex technical issues and gather customer feedback for ongoing improvement.

• Evaluate and report on support metrics to pinpoint areas that require enhancement.

• Act as a point of escalation for complex technical support challenges.

• Maintain an extensive knowledge base of support procedures and technical solutions.

• Ensure the team complies with service level agreements (SLAs) and quality benchmarks.

• Design training programs for staff to boost their technical skills and customer service competencies.

• Stay updated with industry trends and emerging technologies to continually improve support services.

• Engage in IT projects and initiatives aimed at enhancing overall business operations.

⛳️ Requirements

• Over 7 years of experience in IT support, including a minimum of 3 years in a managerial or supervisory capacity.

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience in IT.

• Deep understanding of IT service management (ITSM) frameworks.

• Strong proficiency with Microsoft products and working knowledge of all related applications.

• Experience in handling IT ticket requests effectively.

• Demonstrated leadership and team management capabilities.

• Strong problem-solving and analytical skills.

• Excellent verbal and written communication abilities.

• Capacity to thrive in a fast-paced environment while managing competing priorities.

• Strong commitment to customer service and a focus on excellence.

• Familiarity with ticketing systems, remote support tools, and network troubleshooting.

• Preferred:

• ITIL certification or other pertinent IT service management certifications.

• Experience in the telecommunications or software sectors.

• Knowledge of VoIP technologies and Unified Communication systems.

• Proficient in utilizing performance metrics and KPIs to enhance team effectiveness.

🏝️ Benefits

• Comprehensive Benefit Options (Health, Vision, Dental, Long & Short-term Disability), available after a brief waiting period.

• Flexible PTO plan & Company Holidays.

• Employee Stock Option Purchase Plan.

• 401K with matching contributions.

• Entrepreneurial work environment with opportunities for high-growth career development.