Global IT Support Manager: Lead, Optimize & Enable

Nintex; Bellevue (WA); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Global Gratitude and Recharge Days

Flexible, paid time off policy

Employee wellness programs

Parental leave

Volunteer time off

Learning and growth opportunities

Global community

Job summary

Nintex is seeking an IT Support Manager to lead our global IT Support function. You will drive a follow-the-sun model, ensure service levels, and enhance employee productivity across multiple regions and time zones.

You will mentor support personnel, implement scalable processes, and collaborate with Infrastructure, Security, and executive stakeholders to enable Nintex's growth and employee experience.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, Business Technology, or related field.
• 5+ years of experience leading IT Support, Service Desk, or End User Computing teams.
• Experience managing globally distributed teams across multiple regions and time zones.
• Experience supporting global organizations and remote workforces.

Responsibilities

• Lead and develop a globally distributed IT Support organization spanning multiple regions and time zones.
• Establish operational priorities, team objectives, and performance expectations.
• Manage staffing, workload distribution, regional coverage, and escalation processes.
• Foster a culture of accountability, continuous improvement, and customer service excellence.
• Act as the senior escalation point for critical employee-impacting issues.
• Own support service delivery, ensuring achievement of service level objectives and operational KPIs.
• Monitor and improve response times, resolution times, customer satisfaction, and support effectiveness.
• Develop scalable support processes and governance frameworks that support business growth.
• Oversee lifecycle management of corporate devices, endpoint services, and workplace technology platforms.

Skills

IT leadership

Global teams

Cloud identity & M365

Intune / endpoint mgmt

ITSM platforms

Communication skills

Change management

Education

Bachelor's degree in Information Systems or related

Tools

Zendesk

ServiceNow

Freshservice

Job description

Nintex is seeking an IT Support Manager to lead our global IT Support function. You will drive a follow-the-sun model, ensure service levels, and enhance employee productivity across multiple regions and time zones.

You will mentor support personnel, implement scalable processes, and collaborate with Infrastructure, Security, and executive stakeholders to enable Nintex's growth and employee experience.