IT Service and Support Manager
Core
Lead global IT Support organization and own end-to-end employee support and user experience across all tiers.
Role type
Senior IT Service and Support Manager
Builds
Global IT support service delivery, employee onboarding experience, and unified IT experience. (via careerplan.io/jobs/C3-00F-D3-A6B-it-service-and-support-manager)
Domain
IT Operations / Global Support
Deliverable
dashboards & analysis
Required skills
Global team leadership, ITIL process maturity, SLA/OLA management, incident escalation, endpoint support (Windows/macOS), identity management (Entra ID/AD/OKTA), business application support (Salesforce/NetSuite), ITSM governance, data-driven KPI definition, project management.
Preferred skills
Manager of managers experience, hands-on technical strength, people-first culture building, stakeholder partnership.
Technologies
Windows 11, macOS, Microsoft 365, Exchange Online, SharePoint, Teams, Intune, Entra ID, Active Directory, OKTA, Salesforce, NetSuite, QlikSense, Monday.com, Atlassian, ITSM platforms.
Responsibilities
Lead, coach, and develop global teams across multiple sites and time zones; Own hiring, onboarding, performance management, and succession planning; Define and enforce SLAs/OLAs and drive response/resolution targets; Act as top service and technical escalation point for major incidents; Plan and operate global coverage and on-call rotations; Govern support tooling including roadmap and vendor relationships.
Seniority
Senior, hands-on IC with management responsibilities
