Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and develop Remote Support Engineers, focusing on performance management, constructive feedback, and career advancement.

• Supervise daily operations, encompassing ticket queues, service requests, and incident responses to guarantee prompt resolutions.

• Enforce accountability towards SLAs, KPIs, and service delivery benchmarks.

• Assess team performance and quality metrics, including ticket management, communication, and effectiveness of resolutions.

• Conduct regular quality assurance evaluations of both written and verbal client communications.

• Detect performance trends and implement necessary coaching or process enhancements.

• Manage service prioritization and resource distribution to facilitate efficient processing of incoming tasks.

• Serve as an escalation point for intricate client concerns, ensuring timely resolutions.

• Participate in a managerial on-call rotation for escalated issues.

• Collaborate with Systems, Project Engineering, Security, and other departments to guarantee alignment and a seamless client experience.

• Act as a vital liaison between Remote Support and internal stakeholders.

• Ensure smooth transitions between support, project initiatives, and ongoing system management.

• Analyze trends in client issues, ticket volumes, and team performance to pinpoint areas for improvement.

• Propel continuous improvement efforts to elevate efficiency, consistency, and client satisfaction.

• Assist in the implementation of new tools, processes, and enhancements in service delivery.

• Ensure the team's compliance with established procedures, documentation standards, and best practices.

• Support training programs and onboarding processes for new team members.

• Cultivate a positive, accountable, and high-performing team culture.

⛳️ Requirements

• 4–7+ years of experience in IT support or service delivery, including leadership experience within an MSP environment.

• Demonstrated experience managing technical support teams and driving performance in line with SLAs and KPIs.

• Strong comprehension of IT infrastructure, including Microsoft environments (O365, Azure), networking, and virtualization.

• Familiarity with IT service management tools and platforms (e.g., ServiceNow, Kaseya, IT Glue, or similar).

• Excellent communication abilities, enabling effective engagement with clients, team members, and leadership.

• Highly organized with keen attention to detail and the capability to juggle multiple priorities.

• Ability to thrive in a fast-paced, client-centric environment.

🏝️ Benefits

• Competitive salary.

• Exceptional benefits.

• Generous vacation package.

• Healthy work-life balance.

• Opportunities for internal career growth.

• Health, Dental, & Vision coverage.

• Flexible Spending Account (FSA).

• 401k plan.

• Health Reimbursement Account (HRA).

• Health Savings Account (HSA).

• Life Insurance.

• Disability Insurance.

• Paid Parental Leave.

• Holiday Pay.

• Flexible vacation and sick days.

• Fourteen holidays, including a day off for your birthday.

• Spot bonuses for outstanding performance.

• Community and social events.

• Learning and development opportunities.

• Flexible working arrangements.

• $100 well-being allowance.

• Additional health & wellness benefits.

• Reasonable accommodations for individuals with disabilities in a remote work setting.