Frontline Support Manager

As a Frontline Support Manager, you will lead, mentor, and develop frontline support agents, manage performance, and ensure operational efficiency. You will 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.
• 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 hybrid work model
• Flexibility & Work-Life Balance
• Career Development and Growth
• Industry Competitive Benefits
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
• Social Impact: Make an impact in your community with our Social Impact Institute.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.