Senior Manager, IT Support

Our client operates in the health technology sector, providing products that help individuals monitor and improve their readiness, activity, and sleep quality. They serve a global community by offering daily insights and practical advice to promote healthier lifestyles, emphasizing a supportive work environment that enables team members to perform effectively.

About the Opportunity

This role leads a globally distributed IT support team, focusing on transforming IT service management (ITSM) through AI-driven processes. The Senior Manager, IT Support will enhance employee IT experiences by implementing automated workflows and collaborating across departments to streamline IT operations.

Responsibilities

• Lead and develop a global IT support team across multiple locations, managing hiring, onboarding, performance, career development, and succession planning
• Drive the AI-first ITSM transformation, including migration projects and deployment of AI-native ticket deflection and self-service workflows
• Manage ITSM process design, governance, and SLA accountability across incident management, request fulfillment, change management, and escalation frameworks
• Collaborate with IT Platform Engineering and Applications & Automation teams on joiner-mover-leaver (JML) automation and access governance
• Oversee vendor relationships, ensuring SLA compliance and device lifecycle management across global offices
• Lead cross-functional programs involving IT, HR, Legal, Finance, Security, and business leadership to achieve aligned outcomes
• Develop regional IT support specialists to take ownership and improve processes through root cause analysis
• Participate in on-call rotations for critical IT support escalations

Requirements

• Over 10 years of experience in enterprise IT support or service management leadership within fast-paced technology companies, including at least 3 years managing global teams
• Strong ownership of ITSM platforms such as ServiceNow or equivalents, with experience in AI-enabled or Slack-first ITSM models preferred
• Proven ability to design and govern ITSM processes and implement continuous improvements
• Effective people management and cross-functional leadership skills
• Experience managing IT support teams across US and European time zones
• Familiarity with enterprise identity and access management platforms like Okta for collaboration on JML processes
• Excellent communication skills for diverse audiences and remote collaboration
• East Coast based remote work capability