Remote User Experience Researcher Jobs in Decatur, GA

Sangoma is a global leader in business communications, delivering innovative cloud-based communications solutions including UCaaS, CCaaS, VoIP, connectivity, and managed services to businesses worldwide. As Sangoma continues to grow through innovation, acquisitions, and platform consolidation, we remain focused on delivering reliable technology solutions and exceptional customer experiences. 

We are seeking an experienced IT Support Manager to lead our global End User Services team and drive operational excellence across IT support functions. This role is critical to scaling Sangoma's global IT support operations while driving operational consistency, automation, and an exceptional end-user experience. 

The IT Support Manager will oversee service desk operations, endpoint support, onboarding/offboarding, ticket governance, and process improvement initiatives in a fast-paced global environment. This role requires a leader who is comfortable operating in a dynamic environment with multiple priorities, shifting demands, and a high level of cross-functional coordination where no two days are the same. 

The ideal candidate is operationally disciplined, highly collaborative, and capable of learning and understanding existing processes before implementing changes or optimization initiatives. Success in this role requires the ability to evaluate current workflows, build strong cross-functional relationships, and identify thoughtful, scalable improvements that align with business operations and organizational goals. 

This is a remote US-based role supporting global teams. Candidates in Central or Eastern time zones are preferred. 

• Lead, mentor, and develop a global IT support team delivering end-user support across multiple regions and time zones. 

• Manage daily service desk operations including incident management, service requests, escalations, SLA -performance, and ticket queues. 

• Ensure tickets are accurately categorized, prioritized, assigned, and resolved in a timely manner. 

• Monitor support metrics, ticket trends, recurring incidents, and team performance to identify root causes, reduce ticket volumes, improve user experience, and drive continuously improve service improvement. 

• Drive operational excellence through strong process management, documentation standards, service delivery best practices, accountability, and continuous improvement. 

• Manage onboarding/offboarding, vendor management, procurement and hardware lifecycle management, access provisioning, endpoint management, and end-user support operations. 

• Drive continuous improvement through workflow optimization, self-service capabilities, automation, and AI-driven support solutions that improve operational efficiency and reduce manual effort. 

• Ensure compliance with established operational controls, audit requirements, and service management standards. 

• Manage critical incidents, executive escalations, and cross-functional communication during high-impact service disruptions. 

• Partner cross-functional with infrastructure, security, HR, legal, procurement, and business teams to resolve issues and improve support operations. 

• Support operational integration and process standardization initiatives related to mergers, acquisitions, and platform consolidations. 

Requirements

Your Background:

• 10+ years of IT support, service desk, or end-user services experience. 
• 5+ years of experience leading technical support or IT operations teams. 
• Proven ability to build, mentor, and manage high-performing technical support teams. 
• Strong experience managing SLA-driven support organizations and ticketing systems in complex enterprise environments. 
• Strong experience with Microsoft 365 administration and end-user technologies. 
• Experience supporting SaaS, cloud-based, or global enterprise environments preferred. 
• Proven experience improving operational processes, documentation, workflow efficiency, and service delivery. 
• Familiarity with workflow automation, self-service technologies, and AI-driven support tools preferred. 
• Experience supporting distributed global workforces and multi-region operations preferred. 
• Understanding IT operational controls, security best practices, compliance, and audit requirements including SOX. 
• Strong organizational, analytical, and problem-solving skills with exceptional attention to detail. 
• Excellent verbal and written English communication skills. 
• ITIL certification or equivalent service management experience preferred. 
• Bachelor's degree in information technology, Computer Science, or equivalent experience. 

Benefits

What We Offer:

• Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
• Matching 401K program - 100% match on 4%.
• Employee Stock Purchase Plan after one year of service.
• Flexible Time Off & Company Holidays
• Entrepreneurial work environment partnered with high growth career opportunities
• We value transparency and fairness in our compensation practices. For this role, we offer a salary range based on location, commensurate with experience, qualifications, and location.

Are you ready to make a direct impact on the company and be rewarded for your performance?  Are you ready to take on a new challenge?

 Must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes, please.

 Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.