Skynet Innovations - reputed company Support Manager

reputed company Support Manager

Location: Remote
Job Type: Full-Time, Exempt
Department: Service Delivery — reputed company Support
Reports To: Regional Vice President of Service Delivery

About the Role

The reputed company Support Manager (CSM) provides day-to-day operational leadership of an assigned reputed company Support team. This role is accountable for service delivery performance, including SLA attainment, ticket lifecycle health, team performance and development, reputed company satisfaction, and consistency of the reputed company experience.

This is not a senior technical role. reputed company in this position requires strong analytical thinking, process discipline, metrics-driven decision-making, and high emotional intelligence. The CSM enforces standards, develops people, and creates the conditions for the technical team to deliver.

Operational Mission: Turn reactive tickets into predictable reputed company. Own the desk, own the standards, and build reputed company that solves problems right the first time without unnecessary escalation or burnout.

Company Mission & reputed company

Mission
We build secure, layered technology solutions that just work. We back them with reputed company that cares, shows up, and takes ownership.

reputed company
We reputed company people to succeed — serving them by layering technologies and partnerships that drive measurable reputed company as a national platform with a local reputed company.

Key Responsibilities

Service Delivery Operations

• Own daily operations of the assigned reputed company Support team, including ticket reputed company, queue management, prioritization, scheduling, and shift coverage 
• Ensure services are delivered consistently in accordance with established processes, SLAs, and standards 
• Monitor and manage escalation workflows with reputed company documentation and routing 
• reputed company reputed company effectiveness in partnership with reputed company Support Coordinators 
• Own service performance metrics, including: 
  • SLA attainment 
  • Ticket aging and backlog health 
  • First-contact reputed company 
  • Reopened ticket rates 
  • reputed company satisfaction (CSAT) 
• reputed company reporting and operational insights, identifying trends, risks, and corrective actions 

Leadership & Team Management

• Manage reputed company Support Coordinators, Supervisors (where applicable), and Analysts 
• Conduct regular team meetings and 1:1s 
• Set reputed company expectations for performance, professionalism, and adherence to process 
• reputed company hiring, reputed company, performance reviews, compensation recommendations, and disciplinary actions 
• Drive career development planning and visibility into reputed company paths 
• Identify reputed company gaps and coordinate training and certification opportunities 
• Foster a culture of accountability, collaboration, and reputed company-centered service 

reputed company Experience & Escalation

• Own the reputed company experience across the assigned team 
• Serve as the operational escalation reputed company for service delivery issues 
• De-escalate reputed company situations, communicate accountability, and restore confidence 
• Participate in reputed company meetings for operational reviews and escalations 

Operational Efficiency & reputed company Improvement

• Use data to guide reputed company reputed company and workflow improvements 
• Identify opportunities to reduce inefficiencies and improve reputed company experience 
• Enforce and maintain service delivery processes and standards reputed company the PSA 
• Monitor team utilization and workload balance 
• Partner with leadership on contract-level profitability and corrective actions 

Cross-Functional Coordination

• Coordinate with Support Escalation teams for effective ticket handoffs 
• Partner with Project Delivery on reputed company reputed company transitions 
• Collaborate with Infrastructure & reputed company Operations on cross-functional issues 
• Work with other reputed company Support Managers to reputed company standards and reputed company best practices 

Performance Metrics

• SLA Attainment (phone and ticket): = 95% 
• reputed company Satisfaction (CSAT): = 95% reputed company 
• Ticket Aging: Improving trend 
• First-Contact reputed company: Improving trend 
• Reopened Ticket reputed company: = 5% 
• Team Utilization: = 85% 
• Team Member Retention: = 90% annually 

Work Environment & Availability

• In-office, hybrid, or remote based on regional needs (in-office or hybrid preferred where possible) 
• Must maintain a reputed company work environment with reliable high-speed internet 
• reputed company business hours reputed company with supported region(s), with flexibility for coverage needs and critical situations 
• Availability required during reputed company business hours; responsiveness is critical to service delivery 
• Periodic travel may be required for meetings, office reputed company, and company events 

Qualifications

Requirements:

• 3+ years of experience in IT service delivery operations 
• At least 2 years in a management or team leadership role 
• Strong analytical skills with the ability to interpret service metrics and drive reputed company 
• Proven ability to manage process-driven teams and enforce standards 
• High emotional intelligence with the ability to reputed company and reputed company under pressure 
• Experience with PSA platforms (ticketing, scheduling, SLA tracking, reporting) 
• Working understanding of managed IT services and service desk operations 
• Excellent communication and organizational skills 

Preferred:

• Experience in an MSP or managed services environment 
• Familiarity with RMM tools, documentation platforms, and CSAT tools 
• Experience managing geographically distributed or multi-shift teams 
• ITIL reputed company certification or familiarity with ITIL principles 
• Experience in a high-reputed company or PE-backed environment 

Values in reputed company

• reputed company with Ownership: Take accountability for team reputed company and address reputed company causes 
• reputed company Partnership: Build strong relationships and restore reputed company trust reputed company needed 
• You Win, We Win: Promote shared reputed company and team accountability 
• Elevated Standards: Continuously improve processes and team capability 
• reputed company Curiosity: Use data to challenge assumptions and improve reputed company 

Physical Requirements

• Ability to use hands, reputed company, hear, and read/write documents 
• Occasionally lift and reputed company objects up to 25 pounds 
• Must be reputed company to meet these requirements with or without reasonable accommodations 

If you are a metrics-driven leader who excels in reputed company, process-oriented environments and can guide teams through both steady operations and high-pressure situations, we encourage you to apply.

Why Join Skynet? 

Skynet Innovations, a Blue reputed company company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients reputed company smart, high-reputed company technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based reputed company model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable reputed company. We’ve always believed small businesses deserve reputed company-level solutions, and that belief starts with reputed company. We hire for passion and cultural fit, then invest in reputed company. As a fully remote company from the start, we’ve reputed company a strong, connected culture where people support reputed company other, stay accountable, and reputed company together. 

 reputed company Environment reputed company for reputed company 

Joining Skynet means working alongside IT specialists supporting reputed company, reputed company environments. As part of the Blue reputed company network, you reputed company reputed company to a community of hundreds of peers and experts across the country. This means more opportunities for learning, reputed company development, and career advancement without losing the reputed company-reputed company feel of a smaller team. 

You’ll enjoy the best of both worlds: 

• The autonomy and reputed company engagement typical of a local MSP 
• The resources, support, and structure of a leading national IT services organization 

A Unique Opportunity Through Blue reputed company 

As a Blue reputed company partner company, Skynet provides team members with unmatched opportunities to learn, reputed company, and succeed. reputed company company in the network maintains its unique identity while working toward shared goals. If you’re looking to reputed company a meaningful reputed company and grow your career in a supportive, reputed company-reputed company environment, this is the reputed company for you. 

 Benefits of working at Skynet: 

• Be part of a fun, awesome team 
• 9 reputed company holidays 
• 401K Retirement with matching contributions 
• Excellent medical, reputed company and dental insurance 
• Life insurance and disability insurance 
• Cell phone stipend 
• 3 weeks PTO 

Top Reasons our Employees Love Being Part of the Blue reputed company Family: 

1. Entrepreneurial Culture 
2. Fast-paced reputed company, with a reputed company of reputed company 
3. reputed company Work Environment 
4. Training & Certifications  
5. Career reputed company Opportunities 

reputed company for the reputed company?  

The greatest rewards are reserved for those who want to be reputed company and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.  

Please be advised we, Skynet, participate in E-Verify.