Support Manager

Jobtailor; Deutschland; Remote; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor seeks a results-driven leader to guide and mentor Remote Support Engineers in a fast-paced MSP environment. You will oversee daily operations, ensure timely incident resolution, and drive continuous improvement across SLAs and service delivery.

You will partner with cross-functional teams to align client expectations with technical execution, coach on-call rotations, and foster a high-performing team culture.

Qualifikationen

• 4-7+ years leading IT support or MSP teams.
• Experience driving performance against SLAs and KPIs.
• Strong understanding of IT infrastructure (MS environments, networking, virtualization).
• Experience with ITSM tools and platforms (ServiceNow, Kaseya, IT Glue).
• Excellent communication with clients, teams, and leadership.
• Highly organized with strong attention to detail.

Aufgaben

• Lead, coach, and develop Remote Support Engineers, including performance management and career development.
• Oversee daily operations, ticket queues, service requests, and incident response.
• Drive accountability to SLAs, KPIs, and service delivery standards.
• Monitor team performance and quality of ticket handling and resolution.
• Conduct regular quality assurance reviews of client interactions.
• Identify performance trends and implement coaching or process improvements.
• Manage prioritization and resource allocation for incoming work.
• Act as escalation point for complex client issues and on-call rotations.

Kenntnisse

Leadership

Communication

Organization

Detail-oriented

Client engagement

Tools

ServiceNow

Kaseya

IT Glue

Microsoft Azure

Microsoft 365

Jobbeschreibung

• 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