IT Support Manager

Sangoma

IT Support Manager overseeing IT support operations at Sangoma Technologies. Leading a team and enhancing customer satisfaction through innovative technology solutions.

Posted 6/8/2026full-timeRemote • Ohio, Texas • 🇺🇸 United StatesSeniorLeadWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT supportIT service management (ITSM)ticket triagingnetwork troubleshootingVoIP technologiesUnified Communication systemsperformance metricsKPIstechnical support policiescustomer service capabilities

Soft Skills

leadershipteam managementproblem-solvinganalytical abilitiesverbal communicationwritten communicationcustomer service orientationability to manage competing prioritiesmentoringtraining program development

Tools & Technologies

Microsoft productsticketing systemsremote support toolssupport metrics analysisservice level agreements (SLAs)quality standardsknowledge base managementIT projectsemerging technologiestechnical solutions

Certifications & Qualifications

ITIL certification

Industry Keywords

telecommunicationssoftware industrybest practicestechnical support departmentcustomer feedbackcontinuous improvementfast-paced environmentIT support technicianscompliance standardsbusiness operations

Tech Stack

Tools & technologies

ITSMVoIP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

7+ years of experience in IT support, with at least 3 years in a managerial or supervisory role.
Bachelor’s degree in Information Technology, Computer Science, or related years of experience in IT.
Strong understanding of IT service management (ITSM) frameworks.
Strong Microsoft experience and working knowledge of all products.
Must have experience in triaging IT ticket requests.
Proven leadership and team management skills.
Excellent problem-solving and analytical abilities.
Exceptional verbal and written communication skills.
Ability to work in a fast-paced environment and manage competing priorities.
Strong customer service orientation and a commitment to excellence.
Familiarity with ticketing systems, remote support tools, and network troubleshooting.
**Preferred:**
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.
Proficient in using performance metrics and KPIs to drive team effectiveness.

Benefits

Comp & perks

Extensive Benefit Options (Health, Vision, Dental, Long & Short-term Disability), effective after a short waiting period
Flexible PTO plan & Company Holidays
Employee Stock Option Purchase Plan
401K with matching
Entrepreneurial work environment partnered with high-growth career opportunities.