Senior Manager, IT Technical Support

Talantir; Salt Lake City (UT); Hybride; USD 150 000 - 210 000; Plein temps

Résumé du poste

Ivanti is seeking a Senior Manager of IT Technical Support to lead a globally distributed team spanning US, EMEA, and India. You will own IT service delivery, guide incident management, and ensure SLA adherence while driving efficiency and high-quality support across data center, cloud, and desktop environments.

You will mentor engineers and support specialists, build leadership capability, and partner with engineering, security, and product teams to deploy upgrades, automation, and scalable

Qualifications

• 8+ years in IT technical support or service delivery.
• 5+ years leading teams across multiple countries/regions.
• Bachelor's degree in CS/IT or related field; equivalent work experience.
• Proven history of improving SLAs and reducing MTTR in complex environments.
• Experience with data center, cloud, and enterprise networking environments.

Responsabilités

• Lead a globally distributed IT technical support team (US/EMEA/India) and align with company goals.
• Own IT Service Delivery, monitor SLA adherence, and drive improvements in service quality.
• Develop people-management strategies, mentoring and succession planning.
• Deliver advanced troubleshooting across data center, cloud, desktop, and network environments.
• Partner with engineering, security, and product teams to enable rapid issue resolution and upgrades.

Connaissances

Global team leadership

SLA & MTTR optimization

Incident management

Cross-functional collaboration

Formation

Bachelor's degree in CS/IT or related field

Outils

Azure

AWS

Windows OS

Mac OS administration

Microsoft Entra

Security & Endpoint Management

Description du poste

Senior Manager, IT Technical Support

At Ivanti, we empower our teams to deliver exceptional support experiences, ensuring the performance, security, and reliability of our global IT environments. If you are passionate about driving operational excellence, developing technical leaders, and optimizing IT operations, join us as we shape the future of digital workplace support.

Why this role matters

As Senior Manager of IT Technical Support, you will be the driving force behind Ivanti's global end-user technology environment, spanning the US, EMEA, and India, managing a dynamic team of 18+ specialists. You will own and advance our technical support services through three core focus areas:

• Service Delivery Excellence: Oversee technical troubleshooting and support for complex systems, including data center, cloud infrastructure, Windows and Mac OS environments, and networking. Champion adherence to SLAs, proactively remediate misses, and lead initiatives to reduce MTTR (Mean Time to Resolve).
• Leadership, Growth & Development: Select, coach, and mentor engineers, technicians, and support specialists to build a high-performing, customer-obsessed team. Build a culture of ownership and continuous improvement by guiding technical and leadership development across the organization.
• Technical Innovation & Stakeholder Partnership: Establish strong communication with engineering, security, and product teams to resolve complex technical issues, drive upgrade adoption, and contribute to global installation and training programs. Harness the power of security/endpoint solutions, automation, and latest cloud advances (Azure, AWS) to elevate our business impact and resilience.

What you'll do

• Guide and inspire a globally distributed support team, ensuring alignment with company goals, core values, and customer expectations.
• Own the management and optimization of our IT Service Delivery, constantly monitoring SLA adherence, analyzing incidents, and driving measurable improvements in service quality and efficiency.
• Develop, lead, and evolve people-management strategies, supporting technical and leadership growth, succession planning, and performance management across regions.
• Deliver advanced technical troubleshooting across data center, cloud, desktop (Windows/Mac), and enterprise network environments—including endpoint security and management.
• Foster strong partnerships with engineering, security, and architecture teams, championing rapid resolution of escalated issues and collaborative solutioning for new technologies and releases.
• Empower the team through automation, documentation, and knowledge sharing; routinely assess and deploy improvements leveraging cloud (Azure, AWS), AI, and emerging technologies.
• Lead project and change management for upgrades, innovation adoption, and new service launches.

What you will bring

• Demonstrable experience managing a global team (US, EMEA, India), with at least 18 direct/indirect reports in a matrixed, high-performance environment.
• 8+ years in IT technical support or service delivery, with significant experience leading desktop support, data center, and cloud operations.
• 5+ years' experience leading and developing teams across multiple countries and regions, with a strong commitment to inclusive and equitable management practices.
• Proven history of improving SLA metrics and reducing mean time to resolution in complex, mission-critical environments.
• Advanced knowledge of:
  • Microsoft Entra and Windows Operating Systems
  • Data Center and Cloud Computing (Azure and AWS)
  • Mac OS administration
  • Security and Endpoint Management Solutions
• Strong people manager and mentor, adept at developing IT professionals and future leaders.
• Expertise in troubleshooting, incident management, and driving root cause analysis for systemic improvement.
• Effective communicator and collaborator, skilled in stakeholder management and representing IT at cross-functional meetings.
• AI (Artificial Intelligence) automation skills or experience or related certifications and Azure certifications are highly valued.
• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience).

What drives us

Ivanti's mission is to elevate human potential within organizations by managing, protecting and automating technology for continuous innovation. It is through diverse and inclusive hiring, decision-making, and commitment to our employees and partners that we will continue to build and deliver world-class solutions for our customers.

To learn more about Ivanti's Mission and Core Values.

Inclusion at Ivanti

Ivanti is proud to be an Equal Opportunity Employer. We're committed to building a diverse team and fostering an inclusive environment where everyone belongs. We welcome applicants from all backgrounds and walks of life.