Remote Support Manager

Coretelligent

1d•Remote

About The Position

The Remote Support Manager is responsible for leading Coretelligent’s 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. This individual manages team members, drives accountability to SLAs, and continuously improves support processes and workflows. The Remote Support Manager 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.

Requirements

4–7+ 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

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