Global Support Manager

Lead a distributed IT support team across North America and Europe. Oversee daily ops: queue management, escalations, SLAs/SLOs. Standardize regional processes, incl. post-acquisition ITSM. Partner with Engineering and Automation to implement AI-enabled workflows. Define/monitor metrics, dashboards, and reporting for service quality. Recruit, coach, and develop staff across time zones; maintain on-call rotations. 8+ years in IT support or enterprise tech ops; 3+ years leading distributed teams. Experience with ITSM, incident lifecycle, SLA/SLO governance (Jira Service Management or ServiceNow). MacOS/Windows device management; Okta, Slack, Google Workspace. Experience improving ops in high-growth tech or financial services. Skilled at handling executive/high-priority escalations with professionalism. Able to coach across time zones; familiar with AI tools; data-driven improvements. Accommodation available upon request Total Rewards vary by region and entity Privacy Policy available