Frontline Support Manager

In this opportunity, as a Frontline Support Manager, you will lead and develop frontline support agents, manage performance, and ensure operational efficiency. You will also collaborate with other departments, review and refine processes, and use data analytics to identify and resolve recurring issues.

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

• Flexible vacation
• Two company-wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing