Global IT Support Manager

STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!

Global IT Support Manager
Location: Detroit, MI (On-site required)
Duration: 12+ Months
Role Type: W2 Contract Engagement

SUMMARY
We are seeking a seasoned Global IT Support Manager to lead and scale our worldwide IT support operations. This role is responsible for managing a distributed team of onshore and offshore support agents, ensuring seamless 24x7 support coverage through a follow-the-sun model. The ideal candidate will bring strong leadership, operational excellence, and a customer-first mindset to deliver high-quality technical support across time zones.

Key Responsibilities:

• Lead and manage a global IT support team across multiple regions, ensuring consistent and high-quality service delivery in a 24x7 follow-the-sun model.
• Define, implement, and enforce SLAs and KPIs to ensure timely resolution of incidents and service requests, while continuously improving support performance.
• Drive operational excellence by monitoring support queues, balancing workloads, and ensuring optimal coverage and responsiveness at all times.
• Identify and analyze support trends and recurring issues, escalating systemic problems to development or engineering teams for resolution.
• Develop and maintain comprehensive technical documentation and knowledge base articles to empower support agents and end users.
• Mentor and develop support staff, providing coaching, training, and performance feedback to foster a high-performing and engaged team.
• Monitor customer satisfaction metrics, including support surveys and feedback, and implement initiatives to enhance the customer experience.
• Champion ITIL best practices, ensuring standardized processes for incident, problem, and change management across the global support organization.
• Collaborate cross-functionally with engineering, product, and business teams to align support strategies with organizational goals.

Qualifications:

• 8+ years of experience in IT support or technical operations, with at least 3+ years in a leadership role managing global or distributed teams.
• Proven experience managing 24x7 global support operations in a follow-the-sun model.
• Strong knowledge of ITIL frameworks and experience implementing ITIL-based processes.
• Hands-on experience with ticketing and ITSM platforms such as ServiceNow, Zendesk, Jira Service Management, or similar.
• Familiarity with enterprise IT infrastructure, including networking, cloud services (AWS, Azure, or Google Cloud Platform), endpoint management, and identity/access management.
• Experience with monitoring and alerting tools, remote support platforms, and automation of support workflows.
• Strong analytical and problem-solving skills, with the ability to identify trends and drive root cause analysis.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work effectively across cultures, time zones, and organizational boundaries.

*Beware of scams. S3 never asks for money during its onboarding process