Senior Manager, IT (Hybrid)

Responsibilities

• Lead the IT Service Desk Engineering function, including team operations, priorities, staffing, performance management, and day-to-day execution across employee-facing IT support services.
• Manage global activities with accountability for execution, workforce planning, and operational delivery across the US, Ireland, and India.
• Translate functional plans into operational processes across service desk workflows, endpoint provisioning/deprovisioning, device management, support tooling, ticketing, and service request fulfillment.
• Establish and improve procedures, standards, and operating rhythms to increase support quality and reduce manual effort.
• Define, track, and review service metrics including response times, resolution times, backlog, escalation rates, self-service adoption, customer satisfaction, and recurring issue trends.
• Use data from support operations and employee feedback to identify gaps and prioritize improvements.
• Partner with Security, Identity and Access Management, Enterprise Applications, Workplace, Procurement, Finance, and People teams.
• Drive improvements including AI and automation, workflow design, knowledge base maturity, and tool integrations.
• Ensure high-quality execution of onboarding, offboarding, hardware lifecycle, software access, and office-based support for a hybrid workforce.
• Create escalation paths, incident coordination, and ownership models for support issues.
• Build team capability through coaching, feedback, and development planning.
• Communicate operational performance and recommendations across technical and non-technical audiences.

Requirements

• Bachelor’s degree or equivalent practical experience.
• Experience leading IT service desk, endpoint engineering, or internal IT operations teams in a growing company, with understanding of ITIL-aligned practices (incident, request, change, escalation, and SLA management).
• Ability to identify, implement, and scale AI-enabled improvements in IT support operations.
• Experience with platforms such as Jira Service Management, Slack, Google Workspace, Claude, Glean, Okta, and Apple Business Manager.
• Experience managing IT professionals across multiple workstreams with accountability for performance and results.
• Experience overseeing ticketing systems, knowledge management, hardware lifecycle, identity support, software access, and onboarding/offboarding.
• Ability to analyze service data and make sound operational decisions.
• Experience creating procedures, playbooks, and documentation.
• Strong people leadership skills including coaching, performance management, feedback, hiring, and organizational planning.
• Ability to lead in a hybrid environment with global support and periodic travel.

Nice-to-Haves

• Power user of AI tools (Gemini, Claude, Glean) for operational leverage in support workflows and knowledge management.
• Focus on root causes, process gaps, and data-driven improvements.
• Effective cross-functional partnership with technical and non-technical teams.