IT Customer Support Manager

Vintti is a staffing agency with a unique mission: to create win-win scenarios for both US businesses and Latin American professionals. We address the challenges faced by SMBs, startups, and firms in finding the right talent, as well as the aspirations of skilled Latin American workers seeking international opportunities. By bridging this gap, Vintti enables US companies to access a wealth of untapped talent, while providing Latin American professionals with pathways to expand their careers on a global scale. Our approach cultivates a symbiotic ecosystem that benefits all parties involved.

An IT Customer Support Manager oversees the delivery of exceptional technical support services to customers by managing a skilled team of support specialists. This role is pivotal in ensuring customer satisfaction by resolving IT-related issues efficiently and effectively. Responsibilities include developing and implementing support policies, training team members, and monitoring performance metrics to maintain high standards. The IT Customer Support Manager collaborates with other departments to improve service quality, prioritize customer needs, and utilize feedback to enhance the overall customer experience.

- Bachelor's degree in Information Technology, Computer Science, or related field
- Minimum of 5 years experience in IT customer support or similar roles
- Proven experience in a managerial or supervisory position within IT support
- Strong understanding of IT systems, software, and hardware
- Excellent problem-solving and analytical skills
- Proficiency in support ticketing systems and CRM software
- Knowledge of ITIL or similar service management frameworks
- Excellent verbal and written communication skills
- Strong interpersonal and team management skills
- Ability to handle and prioritize multiple tasks
- Demonstrated ability to develop and implement support policies and procedures
- Experience with performance metrics and data analysis
- Familiarity with cybersecurity and data protection practices
- Ability to manage and lead support-related projects
- Continuous learning mindset to stay updated with industry trends
- Ability to work collaboratively with other departments and teams
- Certified IT support or helpdesk professional (e.g., HDI, CompTIA) is a plus

- Supervise and oversee the IT customer support team
- Recruit, train, and manage the performance of support staff
- Monitor customer support tickets and ensure timely resolution of issues
- Analyze support metrics to identify trends and areas for improvement
- Develop and implement support policies, procedures, and SLAs
- Coordinate with other IT departments to resolve complex technical issues
- Conduct regular team meetings to provide updates and gather feedback
- Maintain and update the knowledge base and other support resources
- Evaluate customer feedback to improve service quality
- Provide technical assistance and guidance to support team members
- Review and audit support interactions for compliance with standards
- Stay updated with industry trends and technologies
- Collaborate with product development teams to relay customer feedback
- Manage support-related projects in alignment with organizational goals
- Prepare and present reports on support operations to senior management
- Ensure adherence to cybersecurity and data protection policies and procedures

The ideal candidate for the IT Customer Support Manager role is a seasoned professional with a Bachelor's degree in Information Technology, Computer Science, or a related field and a minimum of 5 years of experience in IT customer support. They possess a proven track record in managerial positions, demonstrating exceptional leadership and team management skills. Proficient in IT systems, software, and hardware, they are adept at problem-solving and data analysis, utilizing their expertise in support ticketing systems and CRM software to ensure efficient resolution of customer issues. Familiarity with ITIL or similar frameworks enhances their ability to implement robust support policies and procedures. The ideal candidate excels in both verbal and written communication, effectively conveying complex technical information to diverse audiences. With a strategic mindset, high empathy, and a customer-centric approach, they anticipate and address potential challenges, ensuring customer satisfaction. Their proficiency in multitasking, attention to detail, and ability to handle high-pressure situations make them dependable in meeting deadlines and commitments. Adaptable and passionate about continuous learning, they stay abreast of industry trends and advancements. Ethical, trustworthy, and collaborative, they foster a positive team culture, mentor team members, and work seamlessly with cross-functional teams. Their resilience, patience, and enthusiasm for improving support processes and quality ensure they can handle challenging situations with grace, making them an invaluable asset to the organization.

- Oversee and manage the IT customer support team, including recruiting, training, and performance management
- Monitor and respond to customer support tickets, ensuring timely resolution of issues
- Analyze daily support metrics to identify trends and areas for improvement
- Develop and implement support policies, procedures, and SLAs to enhance efficiency and customer satisfaction
- Coordinate with other IT departments to escalate and resolve complex technical issues
- Conduct regular team meetings to provide updates, gather feedback, and share best practices
- Maintain the knowledge base and other support resources to assist both team members and customers
- Evaluate customer feedback and implement strategies to improve service quality
- Provide technical assistance and guidance to support team members as needed
- Review and audit support interactions to ensure compliance with company standards
- Stay updated with industry trends and technologies to continuously improve support services
- Collaborate with product development teams to relay customer feedback for product enhancements
- Manage support-related projects and ensure they align with organizational goals
- Prepare and present reports on support operations and performance to senior management
- Ensure the support team adheres to cybersecurity and data protection policies and procedures

- Strong leadership abilities to effectively manage and inspire a team
- Exceptional problem-solving skills to resolve complex IT issues efficiently
- High level of empathy and customer-centric mindset
- Ability to communicate clearly and effectively with both technical and non-technical audiences
- Proficiency in multitasking and handling high-pressure situations
- Strategic mindset to anticipate and address potential support challenges
- Dependable and reliable in meeting deadlines and commitments
- Attention to detail for maintaining accuracy in support interactions and documentation
- Self-motivated with a proactive approach to identifying and addressing support needs
- Adaptable and flexible to adjust to rapidly changing environments
- Strong analytical skills to assess and improve support processes
- Collaborative spirit to work effectively with cross-functional teams
- Commitment to continuous learning and staying updated with industry advancements
- Ethical and trustworthy in handling sensitive information
- Skilled in mentoring and developing team members for career growth
- Demonstrates patience and resilience in managing challenging situations
- Enthusiastic about fostering a positive and productive team culture

- Competitive salary range depending on experience and qualifications
- Comprehensive health, dental, and vision insurance coverage
- Generous paid time off (PTO) policy, including vacation days, sick leave, and holidays
- Retirement savings plan with employer matching contributions
- Flexible work hours and remote work options to promote work-life balance
- Access to professional development programs, workshops, and conferences
- Tuition reimbursement for advanced education and certifications
- Employee wellness programs, including gym memberships and mental health resources
- Performance-based bonuses and incentives
- Company-sponsored team-building activities and social events
- Paid parental leave and support for family care
- Subsidized commuter benefits and transportation allowances
- Employee discounts on company products and services
- Opportunity for career advancement and internal promotions
- Access to state-of-the-art technology and resources
- Inclusive and diverse workplace culture
- Support for volunteer activities and community involvement