IT Support Manager

Job Summary

A company is looking for a Senior Manager - IT Support to lead their technical support team in a fully remote capacity.

Key Responsibilities

• Lead and mentor a remote team of IT support specialists, fostering a collaborative virtual work environment
• Establish and maintain helpdesk service standards, KPIs, and SLAs
• Oversee the ticketing system, ensuring proper prioritization and timely resolution of technical issues

Required Qualifications and Key Competencies

• Exceptional remote team leadership and virtual collaboration abilities
• Strong emotional intelligence and empathy in handling user frustrations
• Ability to translate technical concepts to non-technical users with patience and clarity
• Conflict resolution and de-escalation techniques
• Cultural sensitivity when working with diverse teams and users