About Us: F1-Networks skillfully and responsively manages IT strategy, operations, security, and employee support for organizations. We are committed to building a secure, innovative, and growth-oriented IT environment where trust is cultivated, collaboration is celebrated, and success is shared. Position Overview: The manager leads F1-Networks Front Line (FIT) department, (aka IT Service Desk), accountable for the departments personnel operations supporting the wellbeing of client technologies. This is a vital role for building strong trust-based relationships with clients by ensuring IT challenges are handled and routed properly. This client facing role is a critical part of the internal process of removing roadblocks in servicing the client. This is a 100% remote role with priority given to those full time residing in the Mountain or Central USA time zones. Key Responsibilities: People Management Accountabilities (50%): Supervise staff. Participate in hiring process. Oversee training, performance evaluations, and manage a mentorship program to nurture skills and foster a collaborative environment. Assess and document staff performance, report to upper management. Establish and enforce department standards: Participate in creating rules and norms to guide team behavior and operations. Resource and scheduling management: Allocate resources effectively and ensure operational coverage through strategic scheduling. Lead by example and support others in staying true to the F1 Core Values. Operations Management Accountabilities (50%): Oversee FIT Service Catalog responsibilities: Escalation Management: Handle escalated issues to ensure timely resolution and maintain customer satisfaction. Customer Care: Foster positive client relationships by delivering exceptional end-user support and communication. Incident Resolution and Triage: Oversee the identification, prioritization, and resolution of IT incidents, ensuring minimal impact on business operations. End-User Asset Management: Supervise the addition, removal, and upgrading of end-user devices and assets. On-Site Response: Manage and deploy on-site support when necessary to resolve complex issues or meet client needs. Knowledge to include (but not limited to): SOP and Knowledge Management ITIL, ITSM, and Service Management Accountable for departmental knowledge and process management. Develop and manage ticket performance KPIs and ticket escalation processes. Capable of clear and concise client communications. Accountable for departmental continuous improvement. Required Qualifications: 2+ years of experience working in an IT management role with a focus on mentoring and coaching. Or equivalent demonstrable experience. Strong foundational knowledge in IT systems, network management, and software applications. Proven experience with IT service management (ITSM), or similar frameworks. Excellent problem-solving and communication skills with the ability to work under pressure. Preferred Qualifications: Technology certifications in infrastructure or security and a bachelor's degree are advantageous, but relevant experience and a proven track record are prioritized. Experience with Microsoft security best practices. Knowledge of IT industry frameworks (ITSM, NIST, CIS, ISO). recblid 4tgma35eda63p4qfpjfp5j5hwgdjhd