Senior Manager IT

Senior Manager IT

Requirements

• 5+ years of IT experience, with at least 2+ years in a people management capacity.
• Deep hands-on experience managing Azure, Microsoft 365, Intune, and Service Desk operations.
• Previous experience with virtualization or containerization optimizing resources and applying best practices.
• Proven experience leading distributed or hybrid teams in fast-paced environments.
• Proven experience in leading infrastructure and cloud transformation.
• Strong understanding of endpoint management, asset lifecycle, IT procurement, and office AV/networking.
• Familiarity with ITIL or similar ITSM frameworks and experience improving ticket workflows and KPIs.
• Exceptional interpersonal and communication skills with the ability to influence stakeholders across departments.
• Proven track record of managing vendor relationships including price and feature negotiation.
• Strong project management capabilities and ability to deliver IT initiatives on time and within scope.
• Experience collaborating with global teams and aligning regional operations to global strategy.

Responsibilities

• Manage and mentor a global team of IT professionals across service desk, infrastructure, and support roles.
• Build a high-performance culture through coaching, career pathing, skills assessments, and performance management.
• Champion a service-oriented mindset and hold the team accountable for SLAs, communication, and user satisfaction.
• Lead and maintain Microsoft Azure environments, including identity (Azure AD), virtual infrastructure, and cloud resource management.
• Optimize and manage Office 365, Intune, Defender for Endpoint, Exchange Online, and related M365 services.
• Ensure uptime and performance of critical infrastructure, including office networks, AV systems, VPN, and Wi-Fi solutions.
• Design and execute strategies for endpoint deployment, patching, compliance, and asset lifecycle management.
• Own the delivery, performance, and continuous improvement of the global Service Desk function in the Americas.
• Implement ITSM best practices (e.g., ticket triage, escalation paths, knowledge base, metrics) and define SLAs.
• Leverage ISTM tools (e.g., Jira Service Management, Freshservice) to improve efficiency, transparency, and feedback loops.
• Ensure responsive, empathetic, and technically sound support across remote and onsite users.
• Lead IT procurement and vendor relationships, including contract negotiation, license management, and renewals.
• Standardize hardware/software procurement processes and ensure alignment with budget and compliance goals.
• Manage relationships with MSPs, ISPs, AV integrators, and equipment suppliers to ensure timely and cost-effective delivery.
• Partner with the UK-based EU IT Manager and global counterparts to align on tooling, policies, and standards.
• Support enterprise-wide projects including security initiatives, compliance audits, and office expansion/relocations.
• Provide regular updates and data-driven recommendations to leadership to inform long-term strategy.
• Drive standardization and automation across regions while remaining adaptable to local needs.
• Work closely with the Information Security team to implement technical controls and user training aligned with ISO 27001, SOC 2, and cyber hygiene goals.
• Ensure patch compliance, MFA enforcement, privileged access monitoring, and vulnerability management at the endpoint and infrastructure level.
• Respond to IT-related incidents and participate in root cause analysis, reporting, and remediation plans.

Preferred Qualifications

• Experience with ISO 27001, SOC 2, or working in regulated or compliance-driven environments.