Customer Support Manager
135k – 155kNew York, NYIT SupportHybrid5+ YOE
Summary
Leads remote on-call support engineers and IT staff in a 24/7 operations environment, managing escalations, KPIs, and process improvements while partnering with engineering teams. Requires 5+ years in IT support/operations and 2+ years managing remote teams.
About the role
Responsibilities
- Lead and mentor a team of remote on-call support engineers and IT staff
- Manage staffing, scheduling, and coverage for 24/7 on-call rotations
- Serve as escalation point for critical incidents and operational issues
- Ensure documentation and runbooks are current and accessible
- Drive process improvements and automation initiatives
- Track KPIs including SLA compliance, response time, and resolution time
- Provide regular operational reports to leadership
- Partner with engineering and product teams on support readiness
- Communicate operational risks and customer impact effectively
Minimum Qualifications
- 5+ years of experience in IT support or operations
- 2+ years managing remote and/or on-call teams
- Experience with 24/7 operational environments
- Strong incident management and escalation handling skills
- Excellent communication and leadership abilities
- SME knowledge with Zendesk and other ticketing tools
Preferred Qualifications
- Familiarity with monitoring/alerting tools
- Track record of building and sustaining high performance teams
Compensation and Benefits
- Expected annual salary range: $135,000 - $155,000 USD
- Competitive base compensation with stock options
- Fully-paid health, dental, and vision insurance
- Take as you need time off policy, 7 paid holidays, company-wide winter break
Skills
Zendeskticketing toolsincident managementmonitoring toolsalerting toolsSLA trackingrunbooksKPIson-call schedulingautomation
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