Remote Support Manager

Founded in 2006, Coretelligent is a provider of comprehensive managed IT solutions, specializing in areas like cybersecurity, private cloud services, IT planning and strategy, and backup and disaster recovery. We cater to industries such as financial services, life sciences, technology, and professional services. The company has been recognized for its achievements, including being named to Inc. magazine’s Power Partner Awards and as AT&T Cybersecurity North American Partner of the Year for 2023. Coretelligent focuses on meeting regulatory requirements and ensuring clients' IT platforms are robust and compliant. We have a significant presence across various U.S. locations and offer co-managed IT solutions as well.

Job Overview

The Remote Support Manager at Coretelligent will be responsible for managing and optimizing the remote support team’s operations to deliver world-class technical support to clients. This role focuses on ensuring that all client issues are resolved in a timely manner while maintaining a high level of customer satisfaction. The manager will also drive continuous improvement in service delivery, implement best practices, and foster a positive team culture. You will serve as the key point of contact for escalated technical issues and act as a liaison between the remote support team and other departments such as project management, infrastructure services, and sales.

Key Responsibilities:  

• Active supervision of service desk groups, including their ticket and phone queues
• Proactive quality assurance of team members’ written and verbal communications
• Identify and coordinate training opportunities for all assigned resources using skills and career mapping
• Work with all resource levels to respond to client needs as appropriate
• Coordinates service priorities to ensure all support triage work is performed in the best time possible and within SLAs
• Perform trend analysis of both client issues and engineer performance
• Serve as a liaison of Remote Support to the other internal teams
• Other duties, not listed, may be assigned by the VP of Remote Support
• Participate in the manager-level on-call rotation for customer support escalations

Required Skills and Qualifications:  

• 3 to 5 years in a Remote Support Leadership role in a Managed Service Provider (MSP) environment.
• ITIL or similar certifications
• Familiarity with Microsoft environments (Office 365, Azure), VMware, networking, cybersecurity principles, and other common MSP technologies
• Outstanding communication at all levels within an organization, both written and verbal (Embody White Glove Service)
• Detail oriented highly organized, with the ability to effectively document critical information and processes
• Familiarity with IT service management tools (ServiceNow, Kaseya, IT Glue) and best practices.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
• Follow and adhere to defined processes and procedures

Salary Range for this position (depending upon experience): 

$95,000 -$110,000

This range reflects the minimum and maximum targets for new hires across all US locations (with the exception of MA, NY, and CA). Within the range, individual pay is determined by job-related skills, experience, work location, and relevant education or training.

What you’ll love about Coretelligent:

We take Coretelligent culture very seriously! As a company, we constantly think of ways to give back to our valued employees through company engagement. We offer a competitive salary, amazing benefits, a great vacation package, a healthy work-life balance, and opportunities to grow your career from within!  

Benefits: Health, Dental, & Vision, Flexible Spending Account (FSA), 401k, Health Reimbursement Account (HRA), Health Savings Account (HSA), Life Insurance, Disability Insurance, Paid Parental Leave, Holiday Pay, Flexible Vacation & Sick Days.