Support Manager

Join Verinext, a technology company that's not just keeping up with the future, but actively shaping it. At Verinext, we firmly believe that work should be as enjoyable as it is rewarding. As a Support Manager, you'll be stepping into an environment that thrives on innovation and fun. Our team-oriented culture isn't just a buzzword; its a cornerstone of our success. Were incredibly proud to have been recognized as a "Best Place to Work" by the Philadelphia Business Journal for 10 consecutive years.

The Support Manager is responsible for overseeing the Network Operations Center (NOC) and Service Desk teams within our managed services organization. This role includes defining and managing Key Performance Indicators (KPIs) for the teams, ensuring Service Level Agreement (SLA) compliance, and collaborating with internal teams and customers. The Support Manager will ensure proper shift coverage across both teams to provide continuous and efficient support services.

This position requires being in the office from Monday to Thursday, but as a flexible company, we accommodate situations that arise.

Requirements

Management and Development:

• Oversee the daily operations of the NOC and Service Desk teams.
• Ensure adequate staffing and proper shift coverage to maintain 24/7 support capabilities.
• Develop and implement training programs to enhance team performance and knowledge.
• Lead a culture of highly motivated and energetic individuals with a high growth mindset.

Delivery and Operations

• Continually mature operations to industry best practices and best-in-class services.
• Define, measure, and monitor Key Performance Indicators (KPIs) to improve service delivery.
• Continually analyze trends and take action to improve employee and customer experiences.
• Measure Service Level Agreements (SLAs) and remediate when necessary.
• Develop, maintain and execute standard operating procedures (SOPs).
• Ensure accurate and timely documentation and system records.
• Prepare reports for leadership on performance, trending and compliance.

Customer Focused

• Lead a culture of high customer experience where the customer feels valued, heard, and appreciated in every action and decision.
• Frequently interact directly with customers to ensure satisfaction.
• Be a point of escalation for complex customer issues.
• Collaborate with internal teams to improve service delivery and customer outcomes.

Qualifications:

• 3-5+ years of experience in IT support management, preferably within a managed services environment with 7-10+ years of total IT experience
• Proven experience in managing NOC and/or Service Desk teams.
• Strong understanding of ITIL best practices and frameworks.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Relevant certifications: ITIL is a plus.
• Bachelor’s degree in Information Technology, Computer Science, or relevant experience.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Free Food & Snacks
• Wellness Resources