Global IT Support Lead - Remote, Data-Driven & AI

GoGlobal; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote work

Hybrid options in some countries

Partner-style career growth

Job summary

GoGlobal is seeking a Senior Manager, IT Support to lead its global IT support team. You will manage six engineers across APAC, EMEA and the Americas, supporting about 450 staff and driving improvements in service delivery.

The role blends operations with process and tooling enhancements. You will maintain day-to-day support, optimize incidents and SLAs, and mentor engineers through development plans while coordinating regional coverage and vendor relationships.

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 across time zones.
• Hands-on experience with Jira Service Management, SLAs, and knowledge base.
• Strong technical knowledge of Microsoft 365, Entra ID, Intune, Windows and macOS.
• Experience using automation and AI tools to reduce manual work.
• Working knowledge of ITIL.

Responsibilities

• Ensure tickets meet SLAs across all regions and manage the backlog.
• Oversee day-to-day IT vendor relationships and license usage.
• Produce regular service reports on SLA performance and user satisfaction.
• Use data to improve IT processes, tools, and ways of working.
• Identify high-volume tasks and implement self-service, automation, or AI.
• Maintain knowledge base, runbooks, and self-service portal.
• Conduct regular 1:1s, set objectives, and develop engineers.
• Plan regional coverage across time zones and onboard new hires.
• Coordinate onboarding/offboarding with HR.
• Support SOC 2 and ISO 27001 audits with evidence.

Skills

Leadership

IT operations

IT service desk

Automation & AI

Jira Service Management

Microsoft 365

Entra ID

Intune

Windows & macOS

English writing

Education

Bachelor's degree in Computer Science, IT or related field

Tools

Jira Service Management

Copilot Studio

Claude Code

Job description

GoGlobal is seeking a Senior Manager, IT Support to lead its global IT support team. You will manage six engineers across APAC, EMEA and the Americas, supporting about 450 staff and driving improvements in service delivery.

The role blends operations with process and tooling enhancements. You will maintain day-to-day support, optimize incidents and SLAs, and mentor engineers through development plans while coordinating regional coverage and vendor relationships.