Sangoma 3

IT End User Support Manager - Remote US

United States · Full-time

No sponsorshipDetected 6 days ago

CybersecurityProcess ImprovementVendor ManagementProcurementCustomer SupportVoIPCommunicationProblem Solving

About the role

⚠️ Mandatary Application Instruction: Applications without this step will be automatically archived.
The ideal candidate is operationally disciplined, highly collaborative, and capable of learning and understanding existing processes before implementing changes or optimization initiatives.

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.
Monitor support metrics, ticket trends, recurring incidents, and team performance to identify root causes, reduce ticket volumes, improve user experience, and drive continuously improve 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.
Manage critical incidents, executive escalations, and cross-functional communication during high-impact service disruptions.
Partner cross-functional 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.

Must be authorized to work in the United States on a full-time basis for any employer.

Applications without this step will be automatically archived.
As Sangoma continues to grow through innovation, acquisitions, and platform consolidation, we remain focused on delivering reliable technology solutions and exceptional customer experiences.
This role requires a leader who is comfortable operating in a dynamic environment with multiple priorities, shifting demands, and a high level of cross-functional coordination where no two days are the same.
Candidates in Central or Eastern time zones are preferred.
5+ years of experience leading technical support or IT operations teams.
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.

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 We value transparency and fairness in our compensation practices.

For this role, we offer a salary range based on location, commensurate with experience, qualifications, and location.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

Must be authorized to work in the United States on a full-time basis for any employer

This listing is sourced directly from Sangoma 3's careers page and normalized into a canonical job model.