Senior Manager, IT Support

Description

We are looking for an experienced Senior Manager, IT Support to lead enterprise support operations for a dynamic organization based in New York, NY. This Long-term Contract position requires a strategic leader who can guide globally distributed teams, strengthen service delivery practices, and partner across the business to improve technology support at scale. The ideal candidate brings deep expertise in service management platforms, operational governance, and team development within fast-moving technology environments.

Responsibilities:

Lead IT support operations across multiple regions and time zones, ensuring consistent service coverage and strong team coordination in a global support model.

Shape and enforce scalable service management practices covering incidents, service requests, change control, governance standards, and escalation procedures.

Oversee the administration and optimization of enterprise support platforms such as Jira Service Management, Console, Atomicwork, or similar tools used for service delivery.

Partner with Platform Engineering and related technical teams to improve automation, access controls, and identity-related support processes within environments such as Okta and Active Directory.

Guide the organization through large-scale tooling or platform changes, maintaining service continuity and clear communication throughout implementation.

Develop team members into trusted escalation points and emerging leaders by coaching individual contributors and encouraging greater ownership.

Build strong working relationships with stakeholders across HR, Legal, Security, Finance, and business leadership to advance support initiatives and operational improvements.

Use agile ways of working along with tools such as Jira and Confluence to manage priorities, document processes, and track program execution.

Support enterprise technology environments involving computer hardware, configuration management, Cisco technologies, and backup-related systems as part of broader service operations.

Requirements

At least 8 years of experience in enterprise IT support, service management, or helpdesk leadership within a fast-paced, growth-oriented technology environment.
Minimum 3 years of experience in a Senior Manager-level role or above with responsibility for leading support organizations.
Proven success managing IT support teams that operate across global time zones, not limited to a primarily local team structure.
Hands-on operational ownership of a modern service management platform such as Jira Service Management, Console, Atomicwork, or a comparable solution.
Strong knowledge of incident management, request fulfillment, change management, governance practices, and escalation frameworks.
Working understanding of identity and access management concepts, including the ability to collaborate on automation and governance efforts involving platforms like Okta.
Demonstrated ability to influence cross-functional stakeholders and communicate effectively with both distributed teams and executive leadership.
Familiarity with technologies such as Active Directory, backup tools, Cisco technologies, computer hardware, and configuration management practices.

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