IT Support Manager Benefits Industry Leading

Job Description

Company Description

You must be within commuting distance of Philadelphia for this role. And be willing to travel to the office 2-4 times a week.

Our client is an industry-leading, award-winning integrated technology solutions provider for builders and building owners. They’ve been in business for 10+ years and are a one-stop shop for all connected building needs, including low-voltage cabling and infrastructure, network build-out, and all IP endpoints, including access control, IP cameras, Wi-Fi, and A/V. Their CEO has been featured on Fortune Magazine, acknowledging their service quality for its reliability and efficiency, and they have won the Thought Leadership Award in 2024.

Benefits:

Dental, health, and vision insurance

PTO

Retirement plan

Quarterly performance-based bonus structureJob Description

We are seeking an IT Support Manager with a strong technical background in VoIP, Networking, and CCTV systems troubleshooting, who can also play a key role in client onboarding, integration, and customer success activities. This role goes beyond technical support—it involves managing customer accounts, ensuring smooth implementation, and driving long-term satisfaction and success. You will also be responsible for running and managing the operations of the customer service department.

Responsibilities:

Serve as a technical point of escalation for customer support and field-related issues.

Troubleshoot and resolve complex issues related to VoIP systems, network connectivity, CCTV, intercoms, and other low-voltage technologies.

Manage support tickets via platforms like Zendesk, Freshdesk, or similar systems, ensuring timely and accurate resolution.

Lead client-facing onboarding and integration activities, acting as the primary liaison during the implementation phase.

Maintain ongoing customer relationships, ensuring customers are fully supported post-deployment and satisfied with products and services.

Collaborate with internal teams, including engineering and project departments, to resolve escalated or persistent issues.

Identify and escalate recurring problems, suggesting system improvements and automation to enhance efficiency and reduce support load.

Document solutions and best practices, and contribute to internal SOPs and knowledge base articles.

Monitor account health and usage trends, proactively addressing client concerns, and identifying upsell or optimization opportunities.

Deliver a high standard of customer success and experience, building trust and long-term partnerships.Qualifications

3-7+ years of technical support experience in a customer-facing environment.

Proficient in Managing CS operations, building and executing client outreach programs, and building CS processes.

Experience in VoIP systems (e.g., SIP, PBX), basic network troubleshooting (LAN/WAN, switches, firewalls), intercom, and CCTV technologies (IP cameras, DVR/NVR systems).

Prior experience in client onboarding, integration, and customer success/account management or any related spaces.

Experience/knowledge of Security systems like Access control, is a plus.

Versatile technologist familiar with various types of technologies.

Solid understanding of business operations and how technology can support different departments (sales, marketing, finance, etc.)

Strong knowledge of ticketing systems and ability to prioritize based on severity and SLA.

Excellent communication skills and customer service mindset.

Ability to work independently, think critically, and handle multiple support cases concurrently.

Experience with remote support tools and basic configuration interfaces.

Additional Information

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Full-time