Remote Support Manager (IT Support)

Location: Remote within the United States. The salary range applies across US locations except Massachusetts, New York, and California.

Salary: $105,000–$125,000 per year, depending on experience, skills, work location, education, and training.

Company

hirify.global provides managed IT, cybersecurity, cloud, and technology strategy services for growing, highly regulated organizations.

What you will do

• Lead, coach, and develop Remote Support Engineers through feedback, performance management, training, and career development.
• Oversee ticket queues, service requests, incident response, prioritization, and resource allocation.
• Drive accountability to SLAs, KPIs, service standards, documentation requirements, and best practices.
• Review the quality of client communications and support resolutions, identify performance trends, and implement improvements.
• Act as an escalation point for complex client issues and participate in a manager-level on-call rotation.
• Coordinate with Systems, Project Engineering, Security, leadership, and other stakeholders to ensure seamless handoffs and service delivery.

Requirements

• 5+ years of experience in IT support or service delivery, including leadership experience in an MSP environment.
• Experience managing technical support teams and improving performance against SLAs and KPIs.
• Strong understanding of IT infrastructure, including Microsoft 365, Azure, networking, and virtualization.
• Experience with IT service management platforms such as ServiceNow, Kaseya, IT Glue, or similar tools.
• Strong communication, organization, attention to detail, and ability to manage multiple priorities in a fast-paced client-focused environment.
• Must be based in the United States.

Culture & Benefits

• Health, dental, and vision insurance, plus FSA, HRA, HSA, life insurance, and disability insurance.
• 401(k), paid parental leave, holiday pay, flexible vacation, and sick days.
• Fourteen holidays, including a day off on the employee's birthday.
• Spot bonuses, community and social events, learning and development opportunities, and career growth.
• Flexible working life, a $100 well-being allowance, and additional health and wellness perks.
• Remote-work benefits may vary based on location.