Frontline Support Manager

The Frontline Support Manager will lead, mentor, and develop frontline support agents, manage performance, and ensure operational efficiency. The role requires 5+ years of IT support experience, with 3+ years in a leadership role, and a degree in Computer Science, IT, Journalism, or a related field.

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.
• Proficient in office software and CRM systems (e.g., Salesforce, ServiceNow).
• Flexible for hybrid work arrangements.

Benefits

• Hybrid Work Model: Flexible hybrid working environment (2-3 days a week in the office depending on the role).
• Flexibility & Work-Life Balance: Flex My Way - supportive workplace policies designed to help manage personal and professional responsibilities.
• Career Development and Growth: Continuous learning and skill development, with Grow My Way programming and skills-first approach.
• Industry Competitive Benefits: Comprehensive benefit plans, including flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• 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, two paid volunteer days off annually, and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.