Frontline Support Manager

Frontline Support Manager role involves leading, mentoring, and developing support agents, managing performance, operational efficiency, and customer satisfaction. The role requires strong leadership, communication, and problem-solving skills, as well as experience in IT support, team management, and data analysis.

Requirements

• 5+ years IT support experience (media environment preferred)
• 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
• 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)

Benefits

• 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