Senior Manager, IT Support

Brak informacji o wynagrodzeniu

SeniorZdalnieFull-time

#470153·Dodano 3 dni temu·5

Źródło: GoGlobal

Aplikuj teraz

Tech Stack / Keywords

Jira Service ManagementMicrosoft 365Entra IDIntuneWindowsmacOSCopilot StudioClaude CodeITILSOC 2

Podsumowanie oferty

Lead global IT support for around 450 staff, managing six engineers across APAC, EMEA and the Americas. Keep day-to-day support running and improve the service using Jira Service Management, automation and AI.

Wymagania

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.

Nice to have:

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.

Obowiązki

Ensure tickets are resolved within 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, 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.

Benefity

Employees have the opportunity to become a partner.
Outstanding employees can make partner and share in the profits.

Udział w zyskach

Inne informacje

Remote position in Poland.
Background and reference checks may be conducted, to the extent permissible by law.

GoGlobal

5 aktywnych ofert

Zobacz wszystkie oferty

Aplikuj teraz