Head of IT (VoIP / CPaaS / CCaaS) – Remote

Position Overview

We are seeking an experienced Head of IT to lead and develop our global customer support operations across VoIP, SIP Trunking, DID Services, CPaaS and CCaaS solutions.

This role requires strong leadership capabilities combined with telecom and cloud communications expertise.

Key Responsibilities

Team Leadership & Management

• Manage daily support operations and team performance.
• Improve support processes, workflows and escalation procedures.
• Organize shift schedules and ensure 24/7 support coverage.
• Conduct performance reviews, coaching sessions and career development planning.
• Participate in recruitment, onboarding and training of IT specialists.

Customer Support Operations

• Ensure compliance with internal KPIs and customer SLAs.
• Monitor ticket queues, response times, resolution times and customer satisfaction metrics.
• Manage major incidents and coordinate timely resolution.
• Serve as the highest point of escalation for critical customer issues.
• Drive continuous improvement initiatives to enhance customer experience and service quality.

Telecom Operations

• Support activities related to SIP Trunking, DIDs, VoIP routing, carrier interconnections and CCaaS / CPaaS.
• Supervise DID provisioning, SIP account management and customer onboarding activities.
• Monitor routing quality and carrier performance.
• Coordinate escalations with upstream providers and telecom partners.
• Ensure proper root cause analysis and incident documentation.

Cross-Functional Collaboration

• Collaborate with Product teams on feature requests and service improvements.
• Support Sales and Account Management teams during onboarding and customer escalations.

Reporting & Continuous Improvement

• Prepare regular operational and management reports.
• Track and report KPIs, SLA compliance, incident trends and customer satisfaction metrics.
• Maintain and improve internal documentation, knowledge bases and support procedures.
• Identify opportunities to automate support processes and improve operational efficiency.

Requirements

• 5+ years of experience in Telecom, VoIP, CPaaS, CCaaS, UCaaS, or related industries.
• 2+ years of experience managing technical support teams.
• Strong understanding of:

o SIP protocol

o VoIP routing and interconnections

o DID provisioning and management

o SIP Trunking

o Carrier operations

o Telecom infrastructure

• Experience with PBX platforms such as:

o Asterisk

o FreePBX

o Similar platforms

• Strong knowledge of ticketing systems and incident management processes.
• Excellent communication, leadership, and organizational skills.
• Fluent written and spoken English.

Key Performance Indicators (KPIs)

• SLA Compliance
• First Response Time
• Average Resolution Time
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Escalation Resolution Time
• Ticket Backlog Management
• Platform Availability and Uptime
• Contact Center Service Levels
• Team Productivity and Performance Metrics

What We Offer

• Fully remote position
• Competitive compensation package
• Flexible working environment
• Paid vacation
• Long-term career growth opportunities
• Leadership role