IT Support Manager | $85K-$120K + Benefits | Industry Leading Integrated Solutions Provider

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 structure

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.

• 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.

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