# IT Support Manager

**Company:** [Sangoma](https://hotfix.jobs/companies/sangoma)
**Location:** Remote
**Role:** IT Support
**Experience:** 10+ years
**Skills:** itil, microsoft 365, service desk management, Incident Management, sla management, ticketing systems, endpoint management, Workflow Automation, ai-driven support, SOX Compliance
**Posted:** 2026-07-16

> Lead and develop a global IT end-user support team, managing service desk operations, SLAs, onboarding, automation initiatives, and cross-functional partnerships to deliver operational excellence and continuous improvement in a fast-paced, global SaaS environment. Requires 10+ years IT support experience including 5+ years leading teams, strong Microsoft 365 skills, and ITIL familiarity.

## Job Description

## Responsibilities
- Lead, mentor, and develop a global IT support team delivering end-user support across multiple regions and time zones.
- Manage daily service desk operations including incident management, service requests, escalations, SLA performance, and ticket queues.
- Ensure tickets are accurately categorized, prioritized, assigned, and resolved in a timely manner.
- Monitor support metrics, ticket trends, recurring incidents, and team performance to identify root causes, reduce ticket volumes, improve user experience, and drive continuous service improvement.
- Drive operational excellence through strong process management, documentation standards, service delivery best practices, accountability, and continuous improvement.
- Manage onboarding/offboarding, vendor management, procurement and hardware lifecycle management, access provisioning, endpoint management, and end-user support operations.
- Drive continuous improvement through workflow optimization, self-service capabilities, automation, and AI-driven support solutions that improve operational efficiency and reduce manual effort.
- Ensure compliance with established operational controls, audit requirements, and service management standards.
- Manage critical incidents, executive escalations, and cross-functional communication during high-impact service disruptions.
- Partner cross-functionally with infrastructure, security, HR, legal, procurement, and business teams to resolve issues and improve support operations.
- Support operational integration and process standardization initiatives related to mergers, acquisitions, and platform consolidations.

## Requirements
- 10+ years of IT support, service desk, or end-user services experience.
- 5+ years of experience leading technical support or IT operations teams.
- Proven ability to build, mentor, and manage high-performing technical support teams.
- Strong experience managing SLA-driven support organizations and ticketing systems in complex enterprise environments.
- Strong experience with Microsoft 365 administration and end-user technologies.
- Experience supporting SaaS, cloud-based, or global enterprise environments preferred.
- Proven experience improving operational processes, documentation, workflow efficiency, and service delivery.
- Familiarity with workflow automation, self-service technologies, and AI-driven support tools preferred.
- Experience supporting distributed global workforces and multi-region operations preferred.
- Understanding of IT operational controls, security best practices, compliance, and audit requirements including SOX.
- Strong organizational, analytical, and problem-solving skills with exceptional attention to detail.
- Excellent verbal and written English communication skills.
- ITIL certification or equivalent service management experience preferred.
- Bachelor's degree in information technology, Computer Science, or equivalent experience.

## Benefits
- Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period.
- Matching 401K program - 100% match on 4%.
- Employee Stock Purchase Plan after one year of service.
- Flexible Time Off & Company Holidays.
- Entrepreneurial work environment partnered with high growth career opportunities.
- Salary range based on location, commensurate with experience, qualifications, and location.

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