Manager, IT Support

GoGlobal; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

GoGlobal ищет старшего менеджера IT-поддержки для руководства глобальной командой из шести инженеров, охватывающей APAC, EMEA и Америку. Ваша задача — поддерживать работу примерно 450 сотрудников и постоянно искать пути улучшений.

Обязанности включают соблюдение SLA, взаимодействие с поставщиками, подготовку регулярных отчетов и развитие команды, включая планы развития и обучения.

Qualifications

• Высшее образование в области информатики или эквивалентный опыт.
• Не менее 5 лет руководства IT-поддержкой/службой поддержки.
• Опыт работы с ITSM-инструментами (желательно Jira Service Management) и SLA.
• Хорошие технические знания Microsoft 365, Entra ID, Intune, Windows и macOS.
• Опыт применения автоматизации и инструментов ИИ для снижения ручной работы.
• Знание ITIL и навыки ведения отчетности.

Responsibilities

• Обеспечение выполнения SLA во всех регионах и управление эскалациями.
• Контроль содержания и использования лицензий ПО; взаимодействие с поставщиками.
• Анализ отчетности по SLA, трендам заявок и уровню удовлетворенности пользователей.
• Повышение эффективности процессов IT-команды через автоматизацию и улучшения.
• Развитие команды: 1:1 встречи, постановка целей, обучения и наставничество.
• Планирование покрытия по часовым поясам и набор новых сотрудников.
• Рождение и управление процессами онбординга/оффбординга совместно с HR.
• Соответствие SOC 2 и ISO 27001, поддержка аудитов.

Skills

IT leadership

SLA management

English communication

Education

Bachelor's degree

Tools

Jira Service Management

Microsoft 365

Intune

Entra ID

Job description

Описание:

Role Purpose GoGlobal is looking for a Senior Manager, IT Support to lead our global IT support team. You will manage six engineers across APAC, EMEA and the Americas, look after IT support for around 450 staff, and keep finding ways to improve it. The role is part operations, part improvement. You will keep day-to-day support running well, and you will also look for ways to improve the service.

Задачи:

• Ensure tickets are resolved within the agreed SLAs in every region, keep the backlog under control and act as the main escalation point for complex or high-impact issues.
• Oversee day-to-day relationships with IT suppliers and track software licence usage to flag shortfalls or waste before renewals.
• Produce regular service reports for IT leadership and the wider business on SLA performance, ticket trends and user satisfaction, with accurate data and clear analysis of causes and planned actions.
• Use data to continuously improve the IT team's processes, tools and ways of working, and put forward improvement proposals proactively.
• Identify high-volume, repetitive requests and processes, and reduce them through self-service, automation and AI.
• Maintain the knowledge base, runbooks and self-service portal to an agreed standard.
• Hold regular 1:1s, set clear objectives with agreed deadlines, and develop each engineer through a personal development plan, coaching and knowledge sharing.
• Plan regional cover across time zones, and recruit and onboard new team members when required.
• Maintain and run the onboarding and offboarding processes with HR.
• Carry out all work in line with SOC 2 and ISO 27001 requirements and support audits by providing evidence and responding to auditor requests.

Требования:

• 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 one spread 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.
• ITIL 4 Foundation or higher, or the SDI Service Desk Manager qualification Atlassian certification in Jira Service Management, or experience building Rovo agents Supporting SOC 2 or ISO 27001 audits Lean, Six Sigma or similar process improvement training Payroll, HR services or another regulated industry

Условия:

As a privately owned company, we are free from the pressures of venture capital or private equity investors demanding exponential growth in unreasonable time frames. Sometimes, things just take time to do well. In our business, delivering great results is a process - and we're committed to doing it right. We are not for sale. We believe that financial success is a natural outcome of our work, not the primary goal. Unlike many investors who view money as a goal, our focus is on long‑term growth and sustainable success. We are a global team, built for those who want to go further. Here's what your career at GoGlobal looks like: A company small enough for your voice to be heard meaningfully, yet large enough to make a global impact Collaborating with a diverse, global and supportive team Built for the long‑haul - no VC or PE pressure, just a focus on sustainable growth WHY WE ARE DIFFERENT We Make Growing Your Career Possible We operate with the benefits of a partnership without the complexities of a partnership. Our hybrid partnership‑corporate model offers all employees the opportunity to become a partner, while maintaining a streamlined corporate structure so that decisions are made quickly. We do not offer equity plans. As we are not for sale and we are not chasing an exit, "stock options" hold little value in our business model. Instead, we provide opportunities for outstanding employees to make partner and share in the profits. We believe it's better to build lasting value than to chase a one‑time payout. We prioritize organic and sustainable growth. Expanding operations quickly by way of mergers and acquisitions might seem appealing, but the reality is integrating diverse cultures can be challenging. We're proud of our own culture and prefer to grow it our way. We are global. We offer career opportunities across the world‑whether it's new job roles or international locations English is our official language, but for many, it's our second language. We embrace this and find it rewarding communicating with colleagues from all over the world. We are not a family. We operate more like a high‑performing sports team where each individual's contribution is crucial to our collective success. We keep things simple and collaborative. Our structure makes it easy for teams to work together across borders so we can serve our clients with global needs more effectively. Unlike big, siloed companies, we work seamlessly to handle international deals without the headaches of territorial ownership. We believe in transparency and trust. Every month, we share our financials with the team so everyone knows where we stand and what's coming next. It's all about open communication, building trust, and empowering every individual to be part of our journey. We don't tell you what to think - we provide the information you need to make your own informed decisions. We believe flexibility drives success. Our company is built on trust, and that's why we embrace fully remote work, and hybrid options in some countries. Forget rigid office routines - it's old school! This flexibility fuels productivity, strengthens our workforce, and ensures we remain agile in a fast-changing world.

*Kindly review the provided privacy notice (LINK) to gain a comprehensive understanding of our policies and practices governing the treatment of your Personal Data. By applying, you consent to background and reference checks, to the extent permissible by law.