Job Application for IT Manager (Tier 2)- Remote at Bold Business

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Job Title: IT Manager (Tier 2) Remote
Location: Remote

Summary:
We are seeking an experienced IT Manager (Tier 2) to lead and enhance IT operations across global teams, ensuring secure access, reliable networks, and efficient enterprise communication platforms. This role involves managing a distributed Tier 1 support team, acting as an escalation point for complex issues, and maintaining enterprise-grade IT infrastructure. The ideal candidate has leadership experience in multi-region IT environments, with a focus on security, operational reliability, and user support.

Key Responsibilities:

Team Leadership & Tier 1 Support Management: Supervise and mentor a distributed Tier 1 support team; establish performance standards; monitor KPIs; conduct coaching, training, and development; escalate complex issues as needed.
Secure Access & Network Management: Oversee zero-trust and secure-access platforms (e.g., Zscaler); validate routing, policies, and authentication; troubleshoot connectivity and performance issues.
Voice & Communications Systems: Manage enterprise VoIP/UC platforms (RingCentral, Cisco Webex, Microsoft Teams Calling, Zoom Phone, etc.); troubleshoot SIP/RTP, codec, SBC/NAT, IVR, and call-quality issues; maintain integrations with CRM and ticketing systems.
Systems Operations & Endpoint Support: Oversee Tier 1 escalations for Windows, macOS, SaaS, and network incidents; manage collaboration suites (Google Workspace, Microsoft 365), device management, and endpoint security solutions.
Collaboration & Documentation: Partner with security, operations, and engineering teams; maintain SOPs, runbooks, and knowledge base documentation; ensure clear communication and escalation procedures.

Qualifications:

Enterprise VoIP/UC platforms
Secure-access & zero-trust platforms (Zscaler, Palo Alto Prisma Access, Cisco Duo, Okta MFA, Cloudflare One)
Networking fundamentals: DNS, VPN, routing, NAT/SBC, proxies, SSL/TLS, firewall, network security
Endpoint & device management: Intune/Autopilot, Jamf, NinjaOne, SentinelOne
Collaboration suites: Google Workspace, Microsoft 365, email security protocols (SPF/DKIM/DMARC)
CRM and ticketing systems: HubSpot, Jira Service Management, Zendesk
Leadership: Managing distributed support teams, resolving complex IT issues, maintaining documentation

Why This Role Is Exciting:

Fully remote with flexible hours
Leadership of a distributed Tier 1 IT team
Competitive salary with professional growth opportunities
Ownership of IT systems and processes impacting the entire organization
Exposure to enterprise-grade security and communication platforms

About Bold Business:

Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.

Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.

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Describe a situation where you had to manage a distributed Tier 1 support team handling multiple regions. How did you monitor performance, ensure KPIs were met, and handle escalations for complex technical issues?

Can you walk us through a complex issue you resolved on a zero-trust or secure-access platform (e.g., Zscaler or equivalent)? How did you identify the problem, guide your team, and implement a resolution?

Explain a time when you managed an enterprise VoIP or UC platform with multiple integrations (CRM/ticketing). How did you address call-quality issues or SIP/RTP problems, and what processes did you put in place to prevent recurrence?

Your team reports intermittent VPN and network connectivity issues affecting users in different regions. How would you lead your team to investigate and resolve these problems while minimizing business impact?

Describe how you’ve overseen endpoint management and security across Windows and macOS devices. How did you ensure compliance, handle escalated incidents, and maintain operational documentation?

IT Manager (Tier 2)- Remote

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