Manager, Global IT Support

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Provide global leadership for the IT Support function, ensuring comprehensive serviceability of IT services and technical capabilities while maintaining a hands-on approach.

• The IT Support Manager will collaborate with regional IT Support Analysts to lead and coordinate the IT Support function worldwide, addressing local and global helpdesk operations and change management.

• This role involves fostering active partnerships with regional and country-based management teams and assisting regional IT Partners in their roles as liaisons between local offices and the global IT organization.

• Develop and implement the organization’s IT Support strategy.

• Establish, publish, and govern global serviceability standards and metrics.

• Select, assess, and authorize technical standards and procedures for local office IT.

• Identify, plan, and spearhead initiatives aimed at continuously enhancing the efficiency and effectiveness of IT Support team operations.

• Oversee all end-user computing and office technology assets, ensuring stability and support for the end-user computing platform, including service delivery for office, personal, and mobile technology across all locations.

• Deliver a high-quality global IT helpdesk service.

• Lead and cultivate a diverse IT Support team, including direct management of local Support Analysts.

• Maintain effective relationships with regional senior managers and business leaders, serving as the point of escalation.

• Execute other duties as assigned or required.

⛳️ Requirements

• Preferred bachelor's degree in a related field.

• Minimum of 10 years of overall experience in IT Service, including at least 4 years in a leadership role.

• Experience managing global teams and working within an international organization.

• Fluent in English, both written and verbal.

• Proficient with desktop technologies (operating systems, MS Office applications).

• Knowledge of service management (ITIL) practices.

• Familiarity with state-of-the-art remote support concepts.

• Expertise in change management.

• Significant technical knowledge and experience in a cross-cultural, multinational environment.

• Exemplary skills in IT Support management.

• Experience managing personnel (both direct and indirect reports) across diverse cultures is essential.

• Proficient with Windows 10/11 in an M365 tenant environment.

• Experience with M365 administration and automation, including InTune, Auto Pilot, and Defender.

• Basic understanding of SDWAN and local networking/Wi-Fi management.

• Ability to comprehend organizational business needs and discuss requirements with leadership outside of IT.

• Advanced PowerPoint skills for business case and process documentation; ideally also proficient in Tableau and/or PowerBI for analytical views.

• Knowledge of IT service management (ITIL/SixSigma) principles and best practices in a professional services setting.

• Strong skills in financial planning and budgeting.

• Capability in strategy development, prioritizing work, and establishing team processes with a clear customer focus.

• Strong leadership skills and the ability to influence across the organization, effectively leading change, generating ideas, and fostering commitment.

• Ability to develop and communicate technical concepts for general understanding.

• Capacity to identify process limitations and raise issues to the appropriate parties.

🏝️ Benefits

• Medical, prescription drug, dental, and vision insurance.

• Flexible spending accounts.

• Participation in the 401(k) savings plan.

• Various paid time off benefits, including PTO, short- and long-term disability, and parental leave.