IT Support Manager - Support, Ticketing, Knowledge Base

About UsWe are an established software provider with customers throughout North America and Latin America. Our solutions sit at the center of daily operations for production-focused businesses, and our people are known for staying close to the folks who rely on what we deliver. We belong to a larger, well-capitalized corporate group, yet we run with the pace and openness of a smaller team where individual effort gets noticed.The RoleWe are searching for a seasoned Support Manager to take the helm of our customer assistance function at an important moment. Our post-sale organization is being reshaped so that implementation, engineering, and customer assistance operate as one connected unit, and this leader will be the central point of coordination.Picture an air traffic controller for every customer request. You will not be the person fixing each problem yourself. Instead, you will make certain every request is categorized, prioritized, routed to the right expert, and tracked until the customer is happy. Strong planning, clear communication, and a project-manager mindset matter more than deep product wizardry.Day-to-Day Responsibilities- Guide a compact group of regional coordinators covering North America, Latin America, and Asia Pacific, setting schedules, coaching performance, and encouraging professional growth- Partner with colleagues in our wider delivery organization who contribute to customer cases but do not report to you, keeping work moving smoothly across team boundaries- Triage each incoming request, pinpoint the underlying cause, and decide who is best placed to resolve it, while making sure straightforward first-line questions are answered quickly by your own group- Define and enforce the rules for prioritizing, assigning, and escalating cases so customers receive answers within agreed timeframes- Serve as the final internal stop for difficult or urgent customer situations that go beyond what your coordinators can resolve- Pass recurring or unsolvable defects to our engineering leaders with clear, complete write-ups that speed up fixes- Keep our self-service library fresh, including help articles and troubleshooting walkthroughs, working alongside technical writing colleagues so everything matches current releases- Track and report the numbers that matter, such as case counts, time to resolve, first-touch resolution, and escalation rates, and use analytics to spot trouble areas early- Work with implementation leaders to make the move from go-live to ongoing assistance seamless for each customer- Create onboarding and training resources for new team members- Study patterns in customer requests and share findings with product and engineering leaders so they can prioritize improvements- Help shape the ticketing platform and workflow stages as our tooling evolves- Cultivate a courteous, solutions-first tone in every customer interactionRequired Skills and Qualifications- Five or more years in technical support, service desk, or customer-facing IT roles, including at least one to two years guiding other people- A proven record directing a support group, including managing queues, reviewing results, and coordinating hand-offs to engineering- Strong understanding of how ticketing platforms operate, including workflow stages, reporting, and analytics (Zendesk, Jira Service Management, Freshdesk, or similar)- Comfort troubleshooting business software, such as reading logs, running application diagnostics, and tracking down connectivity problems- Hands-on ownership of, or major contributions to, help documentation or self-service content- Excellent written and verbal communication, with the ability to calm tense situations and stay empathetic with customers and colleagues at every level- Exceptional organization, with the discipline to juggle competing priorities and document everything carefully- Composure when the pace picks up and the pressure risesPreferred Skills- Background supporting enterprise or industrial business software, ideally in a manufacturing setting- Basic SQL skills for running diagnostic queries or validating data- ITIL Foundation or familiarity with other service management frameworks- Project management or training experience- Bilingual English and Spanish ability- Experience with knowledge platforms such as Confluence or Zendesk GuideWhy This Role Stands Out- A highly visible leadership seat with direct access to senior decision makers- A chance to shape how an entire support function is organized, measured, and improved- Collaborative, cross-functional work with engineering, implementation, and product teams- Hybrid flexibility, with in-person collaboration when the team needs itBenefitsVacation/PTO Medical Dental Vision 401k Bonus Relocation Telecommute Email Your Resume In Word To Cody.Friend@CyberCoders.com Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply. Please do NOT change the email subject line in any way. You must keep the JobID: linkedin : CF2-1999681L524 -- in the email subject line for your application to be considered. Cody Friend - VP of Recruiting For this position, you must be currently authorized to work in the United States without the need for sponsorship for a non-immigrant visa. This is a new role. This job was first posted by CyberCoders on 10/15/2026 and applications will be accepted on an ongoing basis until the position is filled or closed. This job was posted on 10/15/2026 and is open for 60 days Everforth CyberCoders is proud to be an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. Our hiring process includes AI screening for keywords and minimum qualifications, and a virtual recruiter as part of the application process. A human recruiter reviews all results. Click here for details on our virtual recruiter . Everforth CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. Everforth CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. Individuals needing special assistance or an accommodation while seeking employment can contact a member of our Human Resources team at Benefits@CyberCoders.com to make arrangements. Copyright © 2026 Everforth, Inc. All rights reserved.