Frontline Support Manager

As a Frontline Support Manager, you will lead, mentor, and develop frontline support agents, manage performance, operational efficiency, incident management, customer satisfaction, collaboration, and reporting. You will also be responsible for strategic alignment with business objectives and partnering with Product, Tech, and Sales teams.

Requirements

• 5+ years IT support experience (media environment preferred)
• 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
• 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
• 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
• Paid volunteer days off annually
• Opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives