IT Support Manager

TL;DR

IT Support Manager: Leading the technical support team and overseeing daily operations to ensure high-quality service delivery with an accent on ITSM frameworks and team development. Focus on optimizing support strategies, managing ticket triaging, and driving performance through metrics and KPIs.

Location: Remote (US, Central and Eastern time zones only)

Company

hirify.global Technologies is a provider of business communications solutions leveraging innovative technology to foster better communication.

What you will do

• Manage, mentor, and develop a team of IT support technicians.
• Oversee daily operations of the technical support department to ensure high-quality service.
• Develop and implement IT support policies, procedures, and best practices.
• Serve as a point of escalation for advanced technical support issues.
• Analyze and report on support metrics to identify areas for improvement.
• Ensure team adherence to service level agreements (SLAs) and quality standards.

Requirements

• Must be authorized to work in the United States full-time.
• Must be based in the US, specifically in Central or Eastern time zones.
• 7+ years of experience in IT support, with at least 3 years in a managerial or supervisory role.
• Strong understanding of IT service management (ITSM) frameworks.
• Strong Microsoft experience and working knowledge of all products.
• Experience in triaging IT ticket requests.

Nice to have

• ITIL certification or other relevant IT service management certifications.
• Experience working in the telecommunications or software industry.
• Knowledge of VoIP technologies and Unified Communication systems.
• Proficiency in using performance metrics and KPIs to drive team effectiveness.

Culture & Benefits

• Extensive benefit options including health, vision, dental, and disability insurance.
• Flexible PTO plan and company holidays.
• 401K with matching.
• Employee Stock Option Purchase Plan.
• Entrepreneurial work environment with high-growth career opportunities.