Senior Manager – IT Support & Operations

Senior Manager – IT Support & Operations

Requirements

• 15+ years of experience in IT Support/Operations with 5+ years in a leadership role.
• Demonstrated ability to scale IT operations in a high-growth, fast-paced environment.
• Proven experience leveraging AI-based tools for process automation/optimization.
• Proven experience automating IT processes using scripting/config management/orchestration frameworks (such as Bash, Python, Go, Ansible, Salt, Chef, Puppet, Terraform)
• Deep technical expertise in managing Microsoft Intune and Jamf, supporting MacOS, Windows & Linux client operating systems.
• Strong knowledge of ITIL and experience managing Incident, Problem, and Change Management processes.
• Experience with global inventory systems, asset lifecycle management, and IT infrastructure builds.
• Exceptional communication and stakeholder management skills across technical and executive audiences.

Responsibilities

• Lead a global team of IT Support Specialists delivering high-quality helpdesk and executive support, including access provisioning, license management, device support, and mobility service management.
• Oversee global IT logistics and inventory management, ensuring accurate asset tracking, lifecycle management, and procurement processes.
• Own and execute IT components required for new office builds, including AV and network infrastructure deployment, ensuring scalability and reliability; managing associated vendors/partners.
• Partner with Systems, SaaS, and Endpoint Engineering teams to develop and maintain SOPs, ensuring operational support and resourcing for their initiatives.
• Define the strategy and execution plan for IT support and operations, aligned with company-wide business objectives and technical vision.
• Define and drive support SLAs and Major Incident Management (MIM) processes, ensuring best in class customer support experiences.
• Initiate and drive initiatives focused on workflow automation/optimization, and tooling improvements to scale support and improve user experience.
• Proactively identify process inefficiencies and lead cross-functional efforts to implement improvements.
• Implement ITIL-aligned practices for Incident, Problem, and Change Management to maintain consistency and accountability.
• Foster a culture of inclusivity, collaboration, and continuous improvement, grounded in customer feedback and service excellence.
• Help connect technical roadmap work to real customer and business outcomes, aligning team priorities with broader company objectives.

Preferred Qualifications

• Familiarity with FreshService, Okta, & Cloud management
• Hands-on experience troubleshooting server and end-user device issues.
• ITIL Foundation Certification or higher.
• Experience working in a cloud-native or SaaS-first environment.