Senior Manager, Information Technology

📋 Description

• Design and scale global follow-the-sun support processes across offices.
• Lead AI tool adoption; establish service desk as center of excellence for enterprise AI.
• Create company-wide training and AI literacy programs to upskill staff.
• Define KPIs for first-contact resolution and internal customer satisfaction.
• Centralize hardware/software lifecycles; standardize to reduce costs and improve security.

🎯 Requirements

• 5+ years in IT support management or service desk leadership with global teams.
• ITIL-based process engineering; redesign and modernize legacy frameworks.
• Technical breadth: Mac OS, Windows; AWS, Google Compute Engine, VMware; networking/security.
• Leadership and change management; drive transformation.
• Customer-focused, mentoring technical teams.
• AI tools adoption experience.

🎁 Benefits

• Onboarding and ongoing learning with mentorship and Appian University.
• Leadership growth programs and tuition reimbursement.
• Community focus with affinity groups and inclusive culture.
• Comprehensive benefits: health, 401(k), wellness, EAP.
• Equity awards may be offered.