Remote Support Manager

Leads the Remote Support team, overseeing technical support operations, ticket queues, incident response, SLAs, KPIs, quality assurance, escalations, staffing, and client satisfaction. The manager coaches and develops support engineers, improves processes and workflows, coordinates with Systems, Projects, and Security teams, supports tools and training initiatives, and fosters an accountable, high-performing service delivery culture., 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., * 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, 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 [email protected] for necessary arrangements., Supervise a high-volume health and benefits support team serving HSA, FSA, HRA, COBRA, and commuter account holders. Coach employees, monitor service levels and quality KPIs, manage workflows, handle escalated issues, and collaborate with Product, Sales, Technology, Training, Quality, Talent Acquisition, and HR. The role includes recruiting, performance reviews, compliance training oversight, employee relations support, occasional escalated calls, and Saturday shifts based on business needs., Lead technical support teams for incident management and operational stability. Design and maintain CI/CD pipelines, administer Kubernetes (EKS), manage AWS infrastructure, implement observability with Splunk/Dynatrace, automate workflows using AI/agentic tools, and oversee 24x7 production support and problem management. Top Skills: Agentic Automation ToolsAiopsAWSBashCi/Cd PipelinesCloudwatchContainer PlatformsDynatraceEc2EksGithub ActionsIamInfrastructure As CodeJbossKubernetes (Eks)PythonRabbitMQRag FrameworksRdsRed Hat Enterprise Linux (Rhel)S3SplunkVpc FEVO

• 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., 3 Days Ago In-Office or Remote 55K-65K Annually Entry level 55K-65K Annually Entry level Digital Media * eCommerce * Marketing Tech Leads and mentors Partner Support associates, manages escalated client cases, troubleshoots complex platform issues, configures and validates offers, and ensures SLA adherence. The role provides advanced technical guidance, documents resolutions, collaborates with Product, Tech, Training, Success, and Implementation teams, and improves support workflows, knowledge resources, and client outcomes. Top Skills: Google SuiteJIRAMonday.ComSalesforceSlack

What you need to know about the Colorado Tech Scene

With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.

Key Facts About Colorado Tech

• Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
• Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
• Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
• Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
• Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
• Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute

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., 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.