Senior Manager, Technical Services (IT Support)

📋 Description

• Lead a distributed IT support team across EMEA and India, manage hiring and performance.
• Deliver consistent, high-quality global support using time-zone coverage.
• Build follow-the-sun coverage with cross-region handoffs.
• Own end-to-end employee support: incidents, onboarding/offboarding, executive support.
• Define SLAs and metrics; report to IT leadership.
• Own service desk workflow (Jira Service Management) and improve runbooks.

🎯 Requirements

• 8+ years in IT support/end-user computing, with 4+ years leading global teams.
• Proven record leading distributed/global support for a global user base; Bengaluru preferred.
• Deep knowledge of enterprise endpoint and identity stack (Azure AD, Intune, JAMF, M365).
• Strong service management: SLA ownership, ITSM design, and Jira Service Management.
• Metrics-driven support ops; report outcomes to senior stakeholders.
• Excellent communication and stakeholder management; comfortable with executives.

🎁 Benefits

• Global benefits include mental health and financial wellness resources.
• Healthcare options vary by location (medical, dental, vision).
• Accommodations available for applicants.
• Hybrid working: in-office Monday-Thursday, Fridays flexible.