What are the responsibilities and job description for the IT Support Manager - Remote US position at Sangoma?
IT Support Manager
Sangoma Technologies is looking for an accomplished IT Support Manager to lead our technical support team and enhance our commitment to customer satisfaction. As a trusted leader in business communications solutions, we are focused on providing top-notch services that leverage innovative technology to foster better communication. In this pivotal role, you will oversee IT support operations, ensuring our clients receive timely, efficient assistance. You will also play an integral part in developing support strategies, managing a team of IT support technicians, and collaborating with various departments to enhance the overall customer experience. If you thrive in a fast-paced environment and have a passion for technology and customer service, we invite you to help us uphold our reputation for excellence.
The IT End User Services Manager is responsible for leading a global team that delivers end-user support, service request fulfillment, onboarding/offboarding, endpoint management, and operational excellence across Sangoma.
This role is ideal for a highly organized, detail-oriented leader who thrives in structured environments, values process discipline, and can effectively manage complex operational workflows. The successful candidate will ensure consistent execution of established processes while driving continuous improvement through automation, standardization, and operational optimization.
As Sangoma continues its transformation following multiple acquisitions and platform consolidations, this role will play a critical part in maintaining service quality, improving efficiency, and helping scale IT operations.
While this is a remote position in the US, we are accepting candidates from the central and eastern time zones.
Your Role:- Operational Leadership
- Lead and develop a global End User Services team of 8 professionals, delivering consistent, high-quality IT support across multiple regions and time zones
- Ensure operational excellence through strict adherence to established processes, procedures, and documentation standards.
- Manage daily service desk operations, including incident management, service requests, escalations, and issue resolution.
- Monitor workload distribution, ticket queues, SLA compliance, and team performance metrics.
- Ensure accurate and timely onboarding, offboarding, access provisioning, hardware lifecycle management, and end-user support services.
- Establish accountability and maintain a culture of execution, ownership, and continuous improvement.
- Service Management & Ticket Governance
- Oversee a high-volume ticket environment, ensuring proper triage, prioritization, categorization, and assignment of requests.
- Identify and eliminate recurring ticket patterns, process bottlenecks, and service inefficiencies.
- Drive improvements in ticket quality, routing accuracy, and resolution times.
- Partner with technical teams for new and existing systems to ensure tickets are directed to the appropriate owners and resolved efficiently.
- Develop reporting and metrics that provide visibility into service performance, trends, and opportunities for improvement.
- Oversee global procurement of end user hardware
- Process Excellence
- Maintain and continuously improve operational procedures, knowledge base articles, and process documentation.
- Ensure all services are delivered consistently and in accordance with defined standards and controls.
- Identify gaps in existing processes and recommend practical solutions.
- Promote a culture of documentation, process adherence, and operational rigor.
- Automation & Continuous Improvement
- Develop a deep understanding of current operational workflows and identify opportunities for automation and standardization.
- Partner with IT leadership and cross-functional teams to design and implement process improvements.
- Reduce manual effort through workflow optimization, self-service capabilities, and automation technologies.
- Stakeholder Management
- Build strong relationships across business and technology teams.
- Serve as a trusted partner for end-user support needs and service delivery concerns.
- Facilitate effective communication during incidents, escalations, and service disruptions.
- Collaborate with infrastructure, security, HR , legal and other business functions to resolve issues and improve services.
Your Background:
- 10 years of progressive IT support, service desk, or end-user services experience.
- 5 years of leadership experience managing technical support teams.
- Demonstrated success managing operational processes in complex enterprise environments.
- Strong experience with Microsoft 365 and related services
- Strong understanding of IT service management principles and ticketing systems.
- Experience with SOX and auditors
- Experience managing SLA-driven support organizations.
- Exceptional organizational skills and attention to detail.
- Strong analytical and problem-solving abilities.
- Proven ability to manage multiple priorities while maintaining high standards of execution.
- Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).
- Preferred Qualifications
- Experience supporting global teams and distributed workforces.
- Experience leading process improvement or operational transformation initiatives.
- Exposure to workflow automation platforms and IT process automation.
- Experience with knowledge management, service catalog development, and self-service capabilities.
- ITIL certification or equivalent service management experience.
- Experience integrating and standardizing support processes following mergers or acquisitions.
- Success Factors
- The ideal candidate:
- Is exceptionally organized and process-oriented.
- Follows established procedures with consistency and discipline.
- Has a strong operational mindset and attention to detail.
- Can quickly understand complex environments and navigate organizational relationships.
- Asks the right questions and effectively triages issues to the appropriate owners.
- Balances operational execution with continuous improvement.
- Identifies automation opportunities and drives them from concept through implementation.
- Leads by example, builds trust, and develops high-performing teams.
What We Offer:
- 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.
Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
You must be authorized to work in the United States full-time for any employer. No agencies, please.