IT Service and Support Manager
Core
Lead global IT Support organization and own end-to-end employee support and user experience across all tiers (Tier 1, Tier 2).
Role type
Senior IT Service and Support Manager
Builds
Global IT support service delivery, employee support experience, and ITIL-mature processes.
Domain
IT Service Management (ITSM) / Global Enterprise IT Support
Required skills
Global team leadership, ITIL process maturity, SLA/OLA management, incident escalation, on-call rotation planning, endpoint support (Windows/macOS), identity management (Entra ID/AD/OKTA), business application support (Salesforce/NetSuite/Atlassian), ITSM tool governance, project management, data-driven KPI analysis.
Preferred skills
Manager of managers experience, hands-on technical strength, 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 ITSM platforms and asset management; Partner with IT Operations, Security, and Business Applications leads.
Seniority
Senior, hands-on IC with management responsibilities