IT Support Manager, EMEA

Scale AI; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading AI company is seeking a seasoned people manager for their IT support team in London. This key position involves building and mentoring a high-performing team, managing performance expectations, and driving significant IT infrastructure projects. Ideal candidates will have strong leadership skills, extensive IT support experience, and exceptional communication capabilities to partner with stakeholders globally. Join a team dedicated to accelerating AI deployments across industries.

Qualifications

• 3+ years of managing a team of IT professionals.
• 3+ years of direct IT support experience.
• Experience working with remote teams across different time zones.

Responsibilities

• Build a best-in-class IT support team and manage performance.
• Create a collaborative environment for the support team.
• Own hardware procurement pipelines for global hiring expansions.

Skills

Excellent communication skills

Leadership

Problem solving

Tools

Okta

Google Workspace

Jira

Zoom

Intune

Jamf

Job description

Scale AI is looking for a highly-motivated and seasoned people manager to help manage our global IT support team. The IT team is a highly functional team that drives long-term infrastructure and access management projects to build a collaborative environment aimed to accelerate employee productivity. The team works directly with stakeholders across every department in the organization to help ensure that new and existing Scaliens receive the best end-user experience.

We are looking for someone with a proven track record of leading a technical and multi-functional IT team. You will be responsible for building a best-in-class team, providing mentorship and ultimately owning the full IT support experience in our region. You will help build, drive and execute on the team’s roadmap, manage performance expectations, SLA deliverables, provide leadership with accurate reporting and serve as an escalation point for the team. In this position you will have the opportunity to mold and shape the IT support systems that will serve as the bedrock for the company's growth over the coming years.

This role will be based in our Central London HQ and will require you to be in-office, 3-4x a week.

• Create a collaborative and supportive environment for the support team, serving as a leader not only by mentorship but also by rolling up your sleeves and supporting the team as necessary
• Proactively identity and address inefficiencies and bottlenecks within the employee lifecycle (e.g. onboarding, offboarding, access requests)
• Own the AV experience across our various hubs involving conference room equipment management, large-scale AV events such as All Hands and more
• Partner closely with key stakeholders across the business to understand their needs and work towards common goals and initiatives
• Own hardware procurement pipelines to handle global hiring expansions into new regions
• Create and maintain dashboards showing relevant metrics (CSAT, SLAs, response / resolution time) to serve as a baseline for employee performance and overall IT operational health

Ideally You Have:

• 3+ years of managing a team of IT professionals with a wide variety of responsibilities
• 3+ years of direct IT support experience
• Advanced knowledge on Okta, Google Workspace, Jira, Zoom, Intune, Jamf and no / low-code solutions
• Experience working with remote teams, multiple offices, and different time zones
• Excellent communication skills to partner with both technical and non-technical stakeholders on a global level
• In-depth knowledge and hands-on experience supporting onsite IT infrastructure, Zoom rooms and managing SaaS applications through an IDP

Nice to Haves:

• IT Security and Compliance focused mindset
• Experience building out extensive Okta workflows functions
• Experience working with and managing vendors and or contractor workforces

PLEASE NOTE:Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.

About Us:

At Scale, we believe that the transition from traditional software to AI is one of the most important shifts of our time. Our mission is to make that happen faster across every industry, and our team is transforming how organizations build and deploy AI. Our products power the world's most advanced LLMs, generative models, and computer vision models. We are trusted by generative AI companies such as OpenAI, Meta, and Microsoft, government agencies like the U.S. Army and U.S. Air Force, and enterprises including GM and Accenture. We are expanding our team to accelerate the development of AI applications.

We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status.

We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [e-mail]. Please see the United States Department of Labor's Know Your Rights poster for additional information.

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