Job Description
We are seeking an experienced IT Support Manager to lead our technical support team in a fully remote capacity. The ideal candidate will possess exceptional interpersonal skills to effectively manage a distributed team, build strong relationships across the organization, and ensure efficient resolution of IT issues while maintaining excellent service standards.
Lead and mentor a remote team of IT support specialists, fostering a collaborative and supportive virtual work environment. Establish and maintain helpdesk service standards, KPIs, and SLAs. Develop effective communication strategies to maintain team cohesion and clarity in a virtual setting.
Oversee the ticketing system, ensuring proper prioritization and timely resolution of technical issues. Develop and implement IT support policies, procedures, and best practices. Create and maintain comprehensive documentation for common IT issues and solutions. Ensure high levels of user satisfaction through quality service delivery and personalized support.
About Topstep
Topstep is an engaging working environment which ranges from fully remote to hybrid fostering a culture of collaboration with cameras on during meetings.