Senior Manager, IT Support

About the role

The organization's mission is to empower every person to own their inner potential. The award-winning products help a global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their ring and its connected app. Millions of people have been helped to understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles. Empowering the world starts with living the organization's values and empowering its team. As a quickly growing company focused on helping people live healthier and happier lives, the organization ensures that its team members have what they need to do their best work — both in and out of the office.

Key Responsibilities

• Lead and develop a globally distributed IT support team across San Francisco, Helsinki, Oulu, London, and Vietnam — owning the full people management lifecycle: hiring, onboarding, performance, career development, and succession
• Drive the organization's AI-First Modern ITSM transformation — lead the team through the ServiceNow → Atomicwork migration, deploy AI-native ticket deflection and self-service workflows, and unlock AI co-workers to handle routine Tier 1 requests autonomously — freeing the team to focus on complex, high-value employee interactions and strategic program delivery
• Own ITSM process design, governance, and SLA accountability — incident management, request fulfillment, change management, escalation frameworks, and executive-ready metrics reporting; build and enforce process, not just manage a queue
• Partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and onboarding/offboarding workflows — a collaborative engineering-adjacent role, not a siloed support function
• Own outsourced and vendor partner relationships — milestone accountability, SLA governance, performance management, and device lifecycle continuity across global office locations
• Drive cross-functional programs across IT, HR, Legal, Finance, Security, and business leadership — influence without authority, build alignment, and deliver outcomes through relationships
• Develop regional IT support specialists in SF and Finland toward informal domain ownership and escalation accountability — and drive continuous improvement through structured root cause analysis that turns recurring incidents into eliminated problems
• Participate in on-call rotation escalations for critical IT support incidents and executive escalations

Required Qualifications

• 10+ years in enterprise IT support, service management, or helpdesk leadership in a high-growth, fast-paced technology company — with 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 is a strong plus
• Pioneered 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, not "let them grow naturally"
• 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, not just occasional international collaboration
• 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 without needing a technical intermediary
• Exceptional communicator — written, verbal, and executive-ready; equally sharp running a team standup with Helsinki, presenting SLA trends to the VP of Technology, and working async across timezones with Jira and Confluence as everyday tools
• East Coast based — remote role with ~25% travel to SF, EU, and UK; open to NY/NJ/CT/PA/MA; comfortable with international travel and a US East timezone anchor

Benefits

• Competitive salary
• Health, dental, vision insurance, and mental health resources
• An organization Ring of your own during your tenure
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off prorated
• Paid sick leave