Global Technical Support Engineer Manager
Core
Lead global Level 1 IT helpdesk operations, ensuring performance against SLAs and KPIs while driving service excellence.
Role type
Senior IT Operations Manager (Helpdesk)
Builds
IT support services and operational workflows for a global enterprise
Domain
IT Operations / Service Desk / Enterprise Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL/ITSM practices, SLA/KPI/OKR management, team leadership, incident management, stakeholder collaboration, process improvement, data analysis, Microsoft 365/Entra/Active Directory, ITSM tools (ServiceNow/Jira)
Preferred skills
Automation, workflow optimization, API-based tools
Responsibilities
Lead and improve global Level 1 IT helpdesk operations; Set, review, and track team OKRs; Oversee daily and weekly service operations; Ensure incident and request processes are followed effectively; Use data and insights to improve support workflows; Work closely with Infrastructure, Security, Engineering, and business teams; Build a collaborative team culture; Drive improvements in processes, tools, and automation; Maintain service documentation
Seniority
Senior, hands-on IC with people leadership
