Global IT Support Senior Manager — Drive SLA Excellence

GoGlobal; United Kingdom; Remote; GBP 90,000 - 120,000; Full time

Job summary

GoGlobal is seeking a Senior Manager, IT Support to lead our global IT support team. You will manage six engineers across APAC, EMEA and the Americas, ensuring IT support for around 450 staff and driving continuous service improvements.

The role blends operational delivery with strategic improvements, including automation and AI. You will report to senior leadership and shape IT service excellence across regions.

Qualifications

• A degree in Computer Science, IT or a related field, or equivalent experience.
• At least 5 years leading an IT support or service desk team, ideally across time zones.
• Hands-on experience running an ITSM tool, ideally Jira Service Management, including SLAs, queues, request types, automation and the knowledge base.
• Good technical knowledge of Microsoft 365, Entra ID, Intune, Windows and macOS.
• Experience using automation and AI tools, such as Copilot Studio or Claude Code, to reduce manual work.
• A working knowledge of ITIL.
• Clear written English. You will write reports for senior leaders and how-to guides for non-technical staff.

Responsibilities

• Ensure tickets are resolved within SLAs in every region and act as the main escalation point.
• Oversee IT supplier relationships and track software licences to flag shortfalls.
• Produce regular service reports on SLA performance, ticket trends and user satisfaction.
• Use data to continuously improve IT team processes, tools and ways of working.
• Identify high-volume requests and expand self-service, automation and AI.

Skills

IT leadership

ITSM tools

Jira Service Management

Microsoft 365

Automation & AI

ITIL knowledge

Windows & macOS

Education

Degree in Computer Science or related field

Tools

Jira Service Management

Job description

GoGlobal is seeking a Senior Manager, IT Support to lead our global IT support team. You will manage six engineers across APAC, EMEA and the Americas, ensuring IT support for around 450 staff and driving continuous service improvements.

The role blends operational delivery with strategic improvements, including automation and AI. You will report to senior leadership and shape IT service excellence across regions.