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Role overview

Sangoma is a worldwide provider of business communications technology, offering cloud communications, UCaaS, CCaaS, VoIP, connectivity, and managed services to customers across the globe. As the company expands through innovation, acquisitions, and platform consolidation, it continues to focus on dependable technology and strong customer experience.

We are hiring an experienced IT Support Manager to oversee the global End User Services function and strengthen IT support performance. This position plays an important part in scaling support operations while improving consistency, automation, and the overall experience for end users.

You will be responsible for service desk operations, endpoint support, onboarding and offboarding, ticket governance, and process improvement in a fast-moving international environment. The role suits someone who can handle shifting priorities, coordinate across functions, and work effectively in a setting where the work changes from day to day.

The right candidate will be disciplined in operations, collaborative in approach, and willing to understand current workflows before introducing improvements. Success depends on building trusted relationships across teams and identifying practical, scalable changes that align with business goals.

This is a remote role for candidates based in the US. Preference is given to applicants located in the Central or Eastern time zones.

Key responsibilities

Guide, coach, and grow a distributed IT support team serving users across several regions and time zones.
Run day-to-day service desk activities, including incident handling, service requests, escalation management, SLA tracking, and ticket queue oversight.
Make sure support cases are properly classified, prioritized, routed, and closed within expected timelines.
Track service metrics, recurring issues, ticket patterns, and team output to uncover root causes, lower ticket volume, enhance user satisfaction, and strengthen service delivery.
Promote operational discipline through clear processes, strong documentation, service management standards, accountability, and ongoing improvement.
Oversee onboarding and offboarding, vendor coordination, procurement, hardware lifecycle, access management, endpoint administration, and related end-user support activities.
Improve efficiency through workflow redesign, self-service options, automation, and AI-enabled support tools that reduce manual work.
Maintain compliance with operational controls, audit expectations, and service management requirements.
Handle major incidents, executive-level escalations, and communication across teams during high-impact disruptions.
Work closely with infrastructure, security, HR, legal, procurement, and business stakeholders to resolve issues and enhance support processes.
Support integration and standardization efforts connected to mergers, acquisitions, and platform consolidation work.

Requirements

At least 10 years of experience in IT support, service desk, or end-user services roles.
Minimum 5 years of experience managing technical support or IT operations teams.
Demonstrated ability to build, coach, and lead strong technical support teams.
Hands-on experience with SLA-based support operations and ticketing platforms in complex enterprise settings.
Strong working knowledge of Microsoft 365 administration and end-user technologies.
Prior experience supporting SaaS, cloud-based, or global enterprise environments is preferred.
Proven success in improving processes, documentation, workflow efficiency, and service delivery.
Exposure to workflow automation, self-service tools, and AI-assisted support platforms is preferred.
Experience supporting distributed workforces and multi-region operations is preferred.
Solid understanding of IT controls, security practices, compliance, and audit requirements, including SOX.
Excellent organization, analysis, troubleshooting, and attention to detail.
Strong spoken and written English communication skills.
ITIL certification or equivalent service management background is preferred.
Bachelor’s degree in information technology, computer science, or equivalent practical experience.

Benefits

Broad benefits package including health, vision, dental, and long- and short-term disability coverage after a short waiting period.
401(k) matching with 100% match on contributions up to 4%.
Employee Stock Purchase Plan available after one year of service.
Flexible time off and company holidays.
Entrepreneurial culture with strong opportunities for growth.
Compensation is transparent and fair, with salary based on location, experience, and qualifications.

Eligibility and other details

Applicants must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes will be considered.

This employer is committed to equal opportunity for all protected groups, including protected veterans and individuals with disabilities.

IT Support Manager