Remote Support Manager
Job Summary
Leading a team of Remote Support Engineers, the full-time Remote Support Manager will oversee daily operations, ensure high-quality technical support delivery, and drive continuous improvement initiatives in a remote environment.
Key Responsibilities:
- Lead, coach, and develop Remote Support Engineers, focusing on performance management and career development
- Oversee daily operations, including ticket queues and incident response, to ensure timely resolution of client issues
- Drive accountability to SLAs and KPIs while monitoring team performance and implementing process improvements
Required Qualifications:
- 4-7+ years of experience in IT support or service delivery, with leadership experience in an MSP environment
- Proven experience managing technical support teams and driving performance against SLAs and KPIs
- Strong understanding of IT infrastructure, including Microsoft environments (O365, Azure), networking, and virtualization
- Experience with IT service management tools and platforms (e.g., ServiceNow, Kaseya, IT Glue, or similar)
- Highly organized with the ability to manage multiple priorities in a fast-paced, client-focused environment
Complete Job Description
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