- Lead, coach, and develop Remote Support Engineers, including performance management, feedback, and career development
- Oversee daily operations, including ticket queues, service requests, and incident response to ensure timely resolution
- Drive accountability to SLAs, KPIs, and service delivery standards
- Monitor team performance and quality, including ticket handling, communication, and resolution effectiveness
- Conduct regular quality assurance reviews of written and verbal client interactions
- Identify performance trends and implement coaching or process improvements as needed
- Manage service prioritization and resource allocation to ensure efficient handling of incoming work
- Act as an escalation point for complex client issues and ensure timely resolution
- Participate in a manager-level on-call rotation for escalations
- Partner with Systems, Project Engineering, Security, and other teams to ensure alignment and seamless client experience
- Serve as a key liaison between Remote Support and internal stakeholders
- Ensure smooth handoffs between support, project work, and ongoing system management
- Analyze trends in client issues, ticket volume, and team performance to identify opportunities for improvement
- Drive continuous improvement initiatives to enhance efficiency, consistency, and client satisfaction
- Support implementation of new tools, processes, and service delivery enhancements
- Ensure team adherence to established processes, documentation standards, and best practices
- Support training initiatives and onboarding for new team members
- Foster a positive, accountable, and high-performing team culture
Requirements
- 4-7+ years of experience in IT support or service delivery, including 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)
- Strong communication skills with the ability to engage effectively with clients, team members, and leadership
- Highly organized with strong attention to detail and ability to manage multiple priorities
- Ability to operate in a fast-paced, client-focused environment
Core Competencies
Demonstrates strong leadership in managing Remote Support Engineers, driving performance against SLAs and KPIs while fostering a high-performing team culture. Proficient in IT infrastructure management, including Microsoft environments, and experienced in implementing service delivery enhancements.
Highest-signal resume keywords
- IT Support Management
- SLA and KPI Accountability
- Microsoft Environments (O365, Azure)
- IT Service Management Tools
- Team Performance Monitoring
Hard Skills
- IT Support
- Service Delivery
- Performance Management
- Incident Response
- Quality Assurance
- Process Improvement
- Resource Allocation
- Client Issue Resolution
- Trend Analysis
- Training and Onboarding
Soft Skills
- Strong Communication
- Highly Organized
- Attention to Detail
- Client Engagement
- Team Culture Development
Industry Keywords
- MSP Environment
- Technical Support Teams
- Client-Focused Environment
- Continuous Improvement
- Service Delivery Standards
Tools & Technologies
- ServiceNow
- Kaseya
- IT Glue
- Microsoft Azure
- Microsoft O365
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Support Manager Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
