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Senior Manager - IT Support

United States

Summary 

We are seeking an experienced IT Support Manager to lead our technical support team in a fully remote capacity. The ideal candidate will possess exceptional interpersonal skills to effectively manage a distributed team, build strong relationships across the organization, and ensure efficient resolution of IT issues while maintaining excellent service standards.

Key Responsibilities 

  • Lead and mentor a remote team of IT support specialists, fostering a collaborative and supportive virtual work environment
  • Establish and maintain helpdesk service standards, KPIs, and SLAs
  • Develop effective communication strategies to maintain team cohesion and clarity in a virtual setting
  • Facilitate regular virtual team meetings and one-on-one check-ins to ensure alignment and address concerns
  • Oversee the ticketing system, ensuring proper prioritization and timely resolution of technical issues
  • Develop and implement IT support policies, procedures, and best practices
  • Create and maintain comprehensive documentation for common IT issues and solutions
  • Coordinate with other departments to understand their IT needs and ensure appropriate support
  • Manage helpdesk resources, including hardware, software, and knowledge base systems
  • Generate regular reports on helpdesk performance, identifying trends and areas for improvement
  • Provide conflict resolution and mediate technical disagreements with empathy and fairness
  • Ensure high levels of user satisfaction through quality service delivery and personalized support

Required Qualifications and Key Competencies

  • Exceptional remote team leadership and virtual collaboration abilities
  • Strong emotional intelligence and empathy in handling user frustrations
  • Clear and concise communication across various digital platforms
  • Ability to translate technical concepts to non-technical users with patience and clarity
  • Conflict resolution and de-escalation techniques
  • Cultural sensitivity when working with diverse teams and users
  • Adaptability and flexibility in changing situations
  • Positive attitude and ability to maintain team morale in a virtual environment

Company Culture & Perks

  • Topstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication. 
  • 9 Company paid Holidays and generous Family Leave. Paid time off is accrued monthly.
  • Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees 
  • Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.

New Hire Base Salary Range

  • $190,000-$205,000
  • Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
  • The compensation offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors..

Eligibility & Location Restrictions:
We are currently unable to hire candidates residing in the following states: California and Montana. If you are located in one of these states, we encourage you to check back in the future for opportunities as our hiring policies may change.

Equal Opportunity Employer

Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.

Interested in the role? Apply today with your resume and cover letter!

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