IT Support Manager

IT Support Manager

Sangoma Technologies is looking for an accomplished IT Support Manager to lead our technical support team and enhance our commitment to customer satisfaction. As a trusted leader in business communications solutions, we are focused on providing top-notch services that leverage innovative technology to foster better communication. In this pivotal role, you will oversee the IT support operations, ensuring our clients receive timely and efficient assistance. You will also play an integral part in developing support strategies, managing a team of IT support technicians, and collaborating with various departments to enhance the overall customer experience. If you thrive in a fast-paced environment and have a passion for technology and customer service, we invite you to help us uphold our reputation for excellence. While this is a remote position in the US, we are accepting candidates from the central and eastern time zone.

Your Role :

• Manage, mentor, and develop a team of IT support technicians.
• Oversee the daily operations of the technical support department, ensuring the delivery of high-quality service.
• Develop and implement IT support policies, procedures, and best practices.
• Coordinate with other departments to resolve complex technical issues and provide customer feedback for continual improvement.
• Analyze and report on support metrics to identify areas for improvement.
• Serve as a point of escalation for advanced technical support issues.
• Maintain a comprehensive knowledge base of support procedures and technical solutions.
• Ensure team adherence to service level agreements (SLAs) and quality standards.
• Develop training programs for staff to enhance technical skills and customer service capabilities.
• Stay current with industry trends and emerging technologies to continuously enhance support services.
• Participate in IT projects and initiatives to improve overall business operations.

Your passion for customer service and results-oriented approach will play a pivotal role in driving satisfaction across our user and partner base.

Requirements

Your Background :

Preferred :

Benefits

What We Offer :

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

You must be authorized to work in the United States full-time for any employer. No agencies, please.