IT Support Manager

Responsibilities

• Lead, mentor, and develop a global IT support team delivering end-user support across multiple regions and time zones.
• Manage daily service desk operations including incident management, service requests, escalations, SLA performance, and ticket queues.
• Ensure tickets are accurately categorized, prioritized, assigned, and resolved in a timely manner.
• Monitor support metrics, ticket trends, recurring incidents, and team performance to identify root causes, reduce ticket volumes, improve user experience, and drive continuous service improvement.
• Drive operational excellence through strong process management, documentation standards, service delivery best practices, accountability, and continuous improvement.
• Manage onboarding/offboarding, vendor management, procurement and hardware lifecycle management, access provisioning, endpoint management, and end-user support operations.
• Drive continuous improvement through workflow optimization, self-service capabilities, automation, and AI-driven support solutions that improve operational efficiency and reduce manual effort.
• Ensure compliance with established operational controls, audit requirements, and service management standards.
• Manage critical incidents, executive escalations, and cross-functional communication during high-impact service disruptions.
• Partner cross-functionally with infrastructure, security, HR, legal, procurement, and business teams to resolve issues and improve support operations.
• Support operational integration and process standardization initiatives related to mergers, acquisitions, and platform consolidations.

Requirements

• 10+ years of IT support, service desk, or end-user services experience.
• 5+ years of experience leading technical support or IT operations teams.
• Proven ability to build, mentor, and manage high-performing technical support teams.
• Strong experience managing SLA-driven support organizations and ticketing systems in complex enterprise environments.
• Strong experience with Microsoft 365 administration and end-user technologies.
• Experience supporting SaaS, cloud-based, or global enterprise environments preferred.
• Proven experience improving operational processes, documentation, workflow efficiency, and service delivery.
• Familiarity with workflow automation, self-service technologies, and AI-driven support tools preferred.
• Experience supporting distributed global workforces and multi-region operations preferred.
• Understanding of IT operational controls, security best practices, compliance, and audit requirements including SOX.
• Strong organizational, analytical, and problem-solving skills with exceptional attention to detail.
• Excellent verbal and written English communication skills.
• ITIL certification or equivalent service management experience preferred.
• Bachelor's degree in information technology, Computer Science, or equivalent experience.

Benefits

• Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period.
• Matching 401K program - 100% match on 4%.
• Employee Stock Purchase Plan after one year of service.
• Flexible Time Off & Company Holidays.
• Entrepreneurial work environment partnered with high growth career opportunities.
• Salary range based on location, commensurate with experience, qualifications, and location.