Global IT Support Leader – AI-First, Remote

Ōura; United States; Remote; USD 198,000 - 233,000; Full time

Job summary

Oura is seeking a Senior Manager, IT Support to lead a globally distributed team across the US, Finland, UK, and beyond, driving an AI-native ITSM transformation and partnering with IT Platform Engineering on JML automation and identity workflows.

The role emphasizes strong people leadership, executive communication, and a focus on delivering value through scalable IT processes while maintaining exceptional employee IT support experiences.

Qualifications

• 10+ years in enterprise IT support, service management, or helpdesk leadership in a high‑growth tech company.
• Strong ownership of ITSM platforms (ServiceNow/Atomicwork) and SLA design.
• Experience delivering AI-native or Slack-first ITSM models.
• Proven ability to build and govern ITSM processes end-to-end (incident, request, change, SLA).
• Skilled at influencing HR, Legal, Security, Finance, and leadership across time zones.
• Excellent written and verbal communication with executive audiences.
• Willingness to travel ~25% and operate across US/EU time zones.

Responsibilities

• Lead and develop a globally distributed IT support team across US, Finland, UK, and APAC.
• Drive AI-native ITSM transformation with migration from ServiceNow to Atomicwork and AI deflection.
• Own ITSM process design, governance, and SLA accountability across incidents, requests, changes, escalations.
• Collaborate with IT Platform Engineering and Automation on JML, access governance, onboarding/offboarding workflows.
• Manage outsourced support and vendor relationships with SLA governance and device lifecycle continuity.
• Drive cross-functional programs with IT, HR, Legal, Finance, Security and leadership.
• Develop regional teams toward local ownership and escalate responsibly through structured RCA.
• Participate in on-call rotations for critical incidents and executive escalations.

Skills

IT leadership

ITSM

global team management

AI-native ITSM

stakeholder management

executive communication

Tools

ServiceNow

Atomicwork

Jira

Confluence

Okta / IAM

Job description

Oura is seeking a Senior Manager, IT Support to lead a globally distributed team across the US, Finland, UK, and beyond, driving an AI-native ITSM transformation and partnering with IT Platform Engineering on JML automation and identity workflows.

The role emphasizes strong people leadership, executive communication, and a focus on delivering value through scalable IT processes while maintaining exceptional employee IT support experiences.