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 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.