CareerSkyline Infinite Technologies isn’t just a company.
It’s a way of living and working where creativity and problem solving come together.

Support Manager

We have a job opening for a support manager to join our support team.

We are looking for an experienced support manager to manage and lead a team serving multiple complex software systems. This will include direct line management and technical and non-technical support.

What you will do:

  • Line management of support engineers.
  • Call customers monthly to review the priority order of requests and find out if anything is outstanding.
  • Working with support engineers to ensure Azure DevOps is up to date.
  • Conduct daily SCRUM with a support team.
  • Hold a mid-month meeting with customers to see how things are going.
  • Monitoring SLAs.
  • Using reports to monitor the age of requests, the status of systems, etc.
  • Communicating issues that need attention to the back office management
  • Informing customers in advance if service times are exceeded
  • Regularly update timesheets of support team members to ensure that client/project time is not inadvertently exceeded before notification/confirmation with the client.
  • Be the gatekeeper for projects moving to the support team.
  • Meet weekly with account managers to share knowledge.
  • Monitor systems for potential problems.

Experience and skills:

  • Understand the software development cycle.
  • Previous experience in managing helpdesk or development teams.
  • Have ITIL certification.
  • Have a Dev ops approach to development.