Field Support Technician Manager

About the role

We are looking for a Field Support Technician Manager to lead our Helpdesk agents who provide remote IT support across multiple locations. This role combines team leadership with hands‑on technical oversight to ensure high‑quality service delivery.

Key responsibilities

• Lead, mentor and schedule Helpdesk agents delivering remote support.
• Monitor OpenText SMAX queues, ensuring tickets are correctly categorized, prioritized and assigned.
• Drive the team to meet SLA thresholds and escalate high‑priority issues to the Senior IT Service Manager.
• Create, update and publish troubleshooting scripts and documentation in the SMAX Knowledge Base.

Required profile

• 5+ years of experience in IT support operations.
• At least 2 years in a supervisory or team‑lead role.
• Familiarity with Windows 11, Microsoft 365, Microsoft Entra ID and OpenText SMAX (or similar ITSM tools).
• ITIL v4 Foundation (highly desirable) and/or CompTIA A+ or Microsoft Certified: Endpoint Administrator Associate.

Required skills

• Windows 11
• Microsoft 365
• Microsoft Entra ID
• OpenText SMAX (or comparable ITSM platform)

What we offer

• Attractive salary
• Flexible working hours
• Training to develop soft and hard skills
• Work‑life balance program
• Young, dynamic and specialized team environment