Frontline Support Manager

As a Frontline Support Manager, you will lead a team of support agents, manage performance, and ensure operational efficiency. You will also collaborate with other departments and use data analytics to identify and resolve issues. Experience in IT support, leadership, and technical skills are required.

Requirements

• 5+ years IT support experience (media environment preferred), with 3+ years in a leadership role.
• Degree in Computer Science, IT, Journalism, or related field. ITIL experience a plus.
• Strong knowledge of Windows/Mac, networking (TCP/IP, DNS, DHCP), and IT security. Journalism/newsroom experience is a plus.
• Experience with content management, digital asset management, and media production software a plus.
• Excellent communication, problem-solving, and root cause analysis skills. Fluent English required; additional languages a bonus.
• Customer-focused, independent worker with strong time management. Thrives in a fast-paced, collaborative environment.
• Proficient in office software and CRM systems (e.g., Salesforce, ServiceNow).

Benefits

• Hybrid work model
• Flexibility & work-life balance
• Career development and growth
• Industry competitive benefits
• Culture of inclusion and belonging
• Social impact opportunities