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Support Manager
Location
United States
Posted
31 days ago
Salary
$120K - $130K / year
Seniority
Lead
No structured requirement data.
Job Description
Support Manager
BearCom
Role Description The Support Manager is responsible for overseeing Stone Security's technical support operations, including Tier 1–3 support, service tickets, maintenance agreements, and customer escalations for our portfolio of video surveillance, access control, and related physical security solutions. This role manages a team of support engineers/administrators, sets performance standards, and partners closely with project management, field operations, and OEM partners (e.g., Axis, LenelS2, Milestone) to deliver timely, high-quality support for enterprise customers. The Support Manager will serve as the operational and strategic leader for Stone Security's post-installation customer experience, ensuring high system uptime, rapid issue resolution, and exceptional service delivery that drives customer retention and growth. Key Responsibilities - Team Leadership & Development - Lead, mentor, and develop a team of support engineers, administrators, and coordinators; set clear performance goals and provide regular coaching and feedback. - Foster a culture of customer excellence, technical rigor, and continuous improvement within the support team. - Conduct regular 1:1s, performance reviews, and skills assessments; identify training and development opportunities to elevate team capabilities. - Support Operations Management - Own day-to-day support operations, including ticket triage, assignment, and resolution across phone, email, and remote-access channels, with a focus on meeting SLAs and customer satisfaction targets. - Ensure effective support for deployed systems including IP video surveillance, access control, intrusion detection, and related networking components, coordinating field dispatch when on-site work is required. - Monitor key metrics (ticket volume, response/resolution times, first-contact resolution, system uptime, customer satisfaction) and regularly report performance to Stone Security and BearCom leadership. - Standardize and continuously improve support processes, documentation, runbooks, and knowledge bases to drive consistency and scalability as the organization grows. - Customer Escalation & Resolution - Serve as the primary point of escalation for complex or high-impact customer issues, working with internal technical experts and manufacturer partners (Axis, LenelS2, Milestone, etc.) to drive resolution. - Maintain strong customer relationships through proactive communication during critical incidents and post-incident follow-up to prevent recurrence. - Champion the voice of the customer in roadmap and process discussions, feeding recurring issues or enhancement requests back to internal stakeholders and OEM partners. - Service Delivery & Contract Management - Oversee support contracts and maintenance agreements, ensuring services are delivered as sold and opportunities for renewals and upsells are communicated to Sales and Account Management. - Coordinate closely with project managers and installation teams to ensure a smooth handoff from project completion into support, including transition documentation and customer training needs. - Support onboarding of new customers and sites into Stone Security's monitoring/support programs, ensuring configurations, access, and alerts are correctly set up. - Cross-Functional Collaboration - Partner with Sales, Account Management, Engineering, and Field Operations to deliver seamless customer experiences from pre-sale through long-term support. - Work closely with BearCom corporate teams to align Stone Security support standards with enterprise-wide best practices and reporting requirements. - Engage regularly with OEM partners (Axis, LenelS2, Milestone, Genetec, etc.) to stay current on product updates, troubleshooting techniques, and escalation pathways. Qualifications - Required - Education: Bachelor's degree in Information Technology, Engineering, Security Management, or equivalent experience. - Experience: 5+ years of experience in technical support, service operations, or NOC/help-desk roles, with at least 2+ years in a leadership or people-management capacity. - Industry Knowledge: Experience working for a security systems integrator, managed service provider, or similar environment supporting enterprise IP video, access control, or related physical security technologies strongly preferred. - Technical Skills: Working knowledge of one or more leading security platforms (e.g., Axis, Milestone, LenelS2, Genetec, Avigilon, or similar). - Problem-Solving: Strong analytical and problem-solving skills with the ability to manage multiple priorities and escalations in a fast-growing environment. - Communication: Excellent communication and customer-service skills, with the ability to translate technical concepts for non-technical audiences. - Systems & Tools: Experience with ticketing systems, remote-support tools, and documentation/knowledge-base platforms. - Collaboration: Ability to collaborate across distributed teams and work closely with Sales, Operations, Engineering, and vendor partners. - Preferred - Certifications from key OEM partners (e.g., Axis, Milestone, LenelS2) or related network/security vendors. - IT/networking background (TCP/IP, VLANs, PoE, VPN, Windows Server, virtualization) supporting IP-based security systems. - Experience managing support for multi-site enterprise customers across North America. - Familiarity with ITIL, service management frameworks, or related best practices. Benefits - Highly Competitive Compensation - Medical, Dental, and Vision Insurance - Company-Paid Life, Short Disability Insurance - Paid Holidays - Generous Paid Time Off - Matching 401k Plan - Use of Company Vehicle - Employee Referral Bonus
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Project Manager
Hunt StWe help Aussie companies find top 3% remote talent in the Philippines & Nepal for a single finder's fee.
Role Description We’re looking for an experienced Project Manager with MSP or IT industry experience to oversee the planning, coordination, and successful delivery of multiple projects across the business. This role requires a proactive and highly organised individual who can manage competing priorities, communicate effectively with both technical and non-technical stakeholders, and ensure projects remain on track in terms of scope, timelines, budgets, and client expectations. The ideal candidate is someone who thrives in a fast-paced environment, takes initiative, and can confidently lead projects from kickoff through completion while maintaining strong client relationships throughout the process. Key Responsibilities - Act as the primary point of contact for clients throughout the project lifecycle - Lead project planning, execution, and implementation across multiple concurrent projects - Define project scope, deliverables, timelines, resource requirements, and project objectives - Create, maintain, and manage project schedules and workflows - Coordinate internal teams, technical resources, vendors, and stakeholders to ensure successful project delivery - Monitor project progress, risks, budgets, and deliverables while proactively resolving issues - Facilitate project meetings and provide regular project updates to both internal teams and clients - Prepare project reports, spend tracking, forecasting, and documentation throughout the project lifecycle - Assist with change management initiatives and support smooth project transitions - Communicate technical information clearly to both technical and non-technical stakeholders - Ensure projects are delivered on time, within scope, and aligned with client expectations - Contribute to process improvements and project management best practices within the business Qualifications - Minimum 5 years of Project Management experience - Previous MSP or IT industry experience is highly preferred - Strong understanding of project management methodologies such as Waterfall and Agile - Experience using project management tools such as Jira, Asana, Monday.com, MS Project, or similar platforms - Excellent organisational and time management skills with the ability to manage multiple projects simultaneously - Strong leadership and stakeholder management capabilities - Experience managing project budgets, forecasting, and resource allocation - Ability to identify, assess, and mitigate project risks proactively - Strong problem-solving and decision-making skills - Excellent written and verbal English communication skills - Ability to communicate effectively with both technical and non-technical stakeholders - Experience contributing to or managing the Scope of Work (SOW) documentation - Ability to work autonomously while maintaining close attention to detail - Strong interpersonal skills and ability to build long-term client relationships Nice to Have - PMP Certification or other Project Management certifications - Experience with organisational change management - Familiarity with IT infrastructure, cloud services, cybersecurity, or managed IT environments - Exposure to security and data privacy standards or compliance requirements - Vendor management and procurement coordination experience - Experience mentoring or leading cross-functional teams - Experience working with Australian businesses or international remote teams Work Arrangement & Expectations This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to: - Disclose any existing ongoing roles or client work - Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)



