Remote Support Manager

At Coretelligent, we take ownership of the technology our clients rely on every day. We partner with growing, highly regulated organizations that need secure, dependable IT environments built to scale. Our role goes beyond support. We bring structure, clarity, and accountability to complex technology landscapes so leaders can move forward with confidence. Over the past several years, Coretelligent has entered a new chapter. We have strengthened our leadership team, modernized our service delivery, and sharpened our focus on long-term client outcomes. Our work spans managed IT, cybersecurity, cloud, and strategy, delivered through a model designed for consistency, transparency, and trust. We are building a team of professionals who care deeply about quality, ownership, and continuous improvement. If you value clear expectations, thoughtful collaboration, and work that genuinely matters to the businesses you support, you will feel at home here. Job Overview The Remote Support Manager is responsible for leading Coretelligent’s Remote Support (RST) team, ensuring consistent, high-quality delivery of technical support across client environments. This role oversees daily operations, team performance, and service delivery outcomes, with a strong focus on responsiveness, communication, and client satisfaction. This individual manages team members, drives accountability to SLAs, and continuously improves support processes and workflows. The Remote Support Manager partners closely with Systems, Projects, Security, and leadership to ensure seamless service delivery and alignment across teams. The ideal candidate is a strong people leader with a background in technical support environments and a passion for operational excellence. Key Responsibilities: Lead, coach, and develop Remote Support Engineers, including performance management, feedback, and career development Oversee daily operations, including ticket queues, service requests, and incident response to ensure timely resolution Drive accountability to SLAs, KPIs, and service delivery standards Monitor team performance and quality, including ticket handling, communication, and resolution effectiveness Conduct regular quality assurance reviews of written and verbal client interactions Identify performance trends and implement coaching or process improvements as needed Manage service prioritization and resource allocation to ensure efficient handling of incoming work Act as an escalation point for complex client issues and ensure timely resolution Participate in a manager-level on-call rotation for escalations Partner with Systems, Project Engineering, Security, and other teams to ensure alignment and seamless client experience Serve as a key liaison between Remote Support and internal stakeholders Ensure smooth handoffs between support, project work, and ongoing system management Analyze trends in client issues, ticket volume, and team performance to identify opportunities for improvement Drive continuous improvement initiatives to enhance efficiency, consistency, and client satisfaction Support implementation of new tools, processes, and service delivery enhancements Ensure team adherence to established processes, documentation standards, and best practices Support training initiatives and onboarding for new team members Foster a positive, accountable, and high-performing team culture Required Skills and Qualifications: 5+ years of experience in IT support or service delivery, including leadership experience in an MSP environment Proven experience managing technical support teams and driving performance against SLAs and KPIs Strong understanding of IT infrastructure, including Microsoft environments (O365, Azure), networking, and virtualization Experience with IT service management tools and platforms (e.g., ServiceNow, Kaseya, IT Glue, or similar) Strong communication skills with the ability to engage effectively with clients, team members, and leadership Highly organized with strong attention to detail and ability to manage multiple priorities Ability to operate in a fast-paced, client-focused environment Salary Range for this position (depending upon experience): $105,000-$125,000 This range reflects the minimum and maximum targets for new hires across all US locations (with the exception of MA, NY, and CA). Within the range, individual pay is determined by job-related skills, experience, work location, and relevant education or training. What you’ll love about Coretelligent: We take Coretelligent culture very seriously! As a company, we constantly think of ways to give back to our valued employees through company engagement. We offer a competitive salary, amazing benefits, a great vacation package, a healthy work-life balance, and opportunities to grow your career from within! Benefits : Health, Dental, & Vision, Flexible Spending Account (FSA), 401k, Health Reimbursement Account (HRA), Health Savings Account (HSA), Life Insurance, Disability Insurance, Paid Parental Leave, Holiday Pay, Flexible Vacation & Sick Days. Perks: Fourteen holidays, including a day off on your birthday, flexible vacation, spot bonuses for demonstrated excellence, community and social events, learning and development, flexible working life, $100 well-being allowance, and other health & wellness perks. Equal Opportunity and Accessibility Commitment Coretelligent is an Equal Opportunity employer committed to diversity, equity, and inclusion. We welcome qualified applicants of all races, ethnicities, religions, ages, sexual orientations, gender identities, socioeconomic statuses, and more. Our focus is on creating an inclusive workplace where diversity is valued beyond compliance, ensuring that every team member feels respected, supported, and empowered to be their authentic selves. In compliance with the Colorado Anti-Discrimination Act (CADA), we do not request or consider age or age-adjacent information (such as graduation dates) during the hiring process. We encourage all qualified individuals to apply, regardless of age. We extend our dedication to accessibility and inclusivity to our remote workforce. In alignment with the Americans with Disabilities Act (ADA), we are committed to providing reasonable accommodations to enable individuals with disabilities to effectively perform their job duties in a remote setting. Applicants needing accommodations for the application or interview process are encouraged to reach out to talent@core.tech for necessary arrangements. E -Verify www.dhs.gov/E-Verify For information about the right to work, click here for English or here for Spanish. E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce. As Coretelligent is a remote company hiring candidates, our perks and benefits packages may adjust based on your location. Direct applicants only; no recruitment agencies or third-party recruiters, please. #LI-Remote