AI Summary
Lead and enhance global IT operations, ensuring secure access, reliable networks, and efficient communication platforms. Manage a distributed Tier 1 support team and act as an escalation point for complex IT infrastructure issues. This role requires leadership in multi-region environments with a focus on security and operational reliability.
Key Highlights
Manage and mentor a distributed Tier 1 IT support team.
Oversee secure access, network management, and enterprise communication systems.
Act as an escalation point for complex Tier 2 IT issues across various platforms.
Technical Skills Required
Benefits & Perks
Fully remote
Flexible hours
Competitive salary
Professional growth opportunities
Job Description
Job Title: IT Manager (Tier 2) Remote
Location: Remote
Summary
We are seeking an experienced IT Manager (Tier 2) to lead and enhance IT operations across global teams, ensuring secure access, reliable networks, and efficient enterprise communication platforms. This role involves managing a distributed Tier 1 support team, acting as an escalation point for complex issues, and maintaining enterprise-grade IT infrastructure. The ideal candidate has leadership experience in multi-region IT environments, with a focus on security, operational reliability, and user support.
Key Responsibilities
- Team Leadership & Tier 1 Support Management: Supervise and mentor a distributed Tier 1 support team; establish performance standards; monitor KPIs; conduct coaching, training, and development; escalate complex issues as needed.
- Secure Access & Network Management: Oversee zero-trust and secure-access platforms (e.g., Zscaler); validate routing, policies, and authentication; troubleshoot connectivity and performance issues.
- Voice & Communications Systems: Manage enterprise VoIP/UC platforms (RingCentral, Cisco Webex, Microsoft Teams Calling, Zoom Phone, etc.); troubleshoot SIP/RTP, codec, SBC/NAT, IVR, and call-quality issues; maintain integrations with CRM and ticketing systems.
- Systems Operations & Endpoint Support: Oversee Tier 1 escalations for Windows, macOS, SaaS, and network incidents; manage collaboration suites (Google Workspace, Microsoft 365), device management, and endpoint security solutions.
- Collaboration & Documentation: Partner with security, operations, and engineering teams; maintain SOPs, runbooks, and knowledge base documentation; ensure clear communication and escalation procedures.
- Enterprise VoIP/UC platforms
- Secure-access & zero-trust platforms (Zscaler, Palo Alto Prisma Access, Cisco Duo, Okta MFA, Cloudflare One)
- Networking fundamentals: DNS, VPN, routing, NAT/SBC, proxies, SSL/TLS, firewall, network security
- Endpoint & device management: Intune/Autopilot, Jamf, NinjaOne, SentinelOne
- Collaboration suites: Google Workspace, Microsoft 365, email security protocols (SPF/DKIM/DMARC)
- CRM and ticketing systems: HubSpot, Jira Service Management, Zendesk
- Leadership: Managing distributed support teams, resolving complex IT issues, maintaining documentation
- Fully remote with flexible hours
- Leadership of a distributed Tier 1 IT team
- Competitive salary with professional growth opportunities
- Ownership of IT systems and processes impacting the entire organization
- Exposure to enterprise-grade security and communication platforms
Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.
Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.