Frontline Support Manager

As a Frontline Support Manager, you will lead, mentor, and develop frontline support agents, manage performance, and ensure operational efficiency. You will collaborate with other departments, review processes, and use data analytics to identify and resolve recurring issues.

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
• 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)

Benefits

• Hybrid work model
• Flexibility & work-life balance
• Career development and growth
• Industry competitive benefits
• Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more
• Social impact