Remote Support Manager

At Coretelligent, the Remote Support Manager leads the Remote Support (RST) team, ensuring consistent, high-quality delivery of technical support across client environments. This role oversees daily operations, team performance, and service delivery outcomes, with a strong focus on responsiveness, communication, and client satisfaction.

The Remote Support Manager manages team members, drives accountability to SLAs, and continuously improves support processes and workflows. The role partners closely with Systems, Projects, Security, and leadership to ensure seamless service delivery and alignment across teams. The ideal candidate is a strong people leader with a background in technical support environments and a passion for operational excellence.

Key Responsibilities:

• 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

Required Skills and Qualifications:

• 5+ 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