Support Team Manager
Job Summary
Leading a team of Technical and Software Support analysts, the full-time remote Manager of Support will oversee the resolution of complex enterprise-related issues while fostering a customer-driven and metrics-driven culture.
Key responsibilities
- Manage a team providing support to a large user environment across multiple global sites
- Develop and implement training materials and conduct performance reviews for support staff
- Utilize AI-enabled tools and analytics to enhance decision-making and improve operational efficiency
Required qualifications
- Bachelor's Degree in Computer Science or a related field
- Approximately 8+ years of experience in the technical support field
- At least 3 years of experience leading an IT or Support team in a multi-tiered environment
- Experience in building a service-oriented organization with established policies and procedures
- Strong understanding of incident, problem, request, change, and knowledge management processes
Complete Job Description
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