Senior Manager, IT Support
$198,050–$233,000 year
RemoteUnited States
Job Summary
Lead a globally distributed IT support team across the US, Finland, UK, and APAC, owning the full people management lifecycle from hiring to succession planning. Drive the AI-native ITSM transformation by leading the ServiceNow-to-Atomicwork migration, deploying AI ticket deflection, and enabling autonomous agent workflows. Own ITSM process design, governance, and SLA accountability across incident management, request fulfillment, and change management while partnering with IT Platform Engineering on JML automation and identity governance. Manage outsourced support relationships and device lifecycle continuity across global locations. Participate in on-call rotation escalations for critical incidents. This role requires an East Coast-based candidate with 10+ years in enterprise IT support leadership, including 3+ years at the Senior Manager level. Regular meetings occur between 7 AM and 9 AM EST and 5 PM and 7 PM EST to collaborate across time zones.
Required Qualifications
- 10+ years in enterprise IT support, service management, or helpdesk leadership in a high-growth, fast-paced technology company
- at least 3+ years at Senior Manager level managing globally distributed teams
- Deep ITSM platform ownership — ServiceNow, Atomicwork, Console, JSM, or equivalent
- operational ownership of the platform, SLA configuration, and workflow design
- experience delivering an AI-native or Slack-first ITSM model
- Proven ITSM process delivery and continuous improvement discipline
- built and governed incident management, request fulfillment, change management, and SLA frameworks from the ground up
- applies root cause analysis systematically to turn recurring incidents into eliminated problems
- Strong people developer and cross-functional leader
- actively grows ICs into informal regional leads
- influences without authority across HR, Legal, Security, Finance, and business leadership
- deliberate and structured in coaching
- Experience managing globally distributed IT support teams across US and European timezones
- genuinely operating across US East, EU, and UK as the primary management model
- Familiarity with Okta or a modern enterprise IAM platform
- sufficient to partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and identity lifecycle workflows
- Exceptional communicator — written, verbal, and executive-ready
- equally sharp running a team standup with Helsinki
- presenting SLA trends to the VP of Technology
- working async across timezones with Jira and Confluence as everyday tools
- East Coastbased
- remote role with ~25% travel to SF, EU, and UK
- open to NY/NJ/CT/PA/MA
- comfortable with international travel
- a US East timezone anchor
Desired Qualifications
- experience delivering an AI-native or Slack-first ITSM model is a strong plus
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