To enhance service delivery and operational excellence, the full-time VIS Support Manager will oversee daily support operations, manage incident escalations, and lead cross-functional coordination in a remote environment. Key responsibilities Lead daily VIS support operations to ensure consistent, high-quality service delivery Serve as the primary escalation point for critical incidents and operational challenges Analyze service trends and operational metrics to identify improvement opportunities Required qualifications 5+ years of progressive experience in IT support or technology service management 3+ years of leadership experience managing technical support teams Demonstrated experience managing incidents and service delivery within an enterprise environment Proven ability to lead cross-functional teams and coordinate efforts across multiple technology disciplines Strong understanding of service level management and continuous improvement practices