Senior Manager, IT Support - AI-Driven ITSM Transformation

1. About Our Client:

The organization operates in the health technology sector, providing products that help individuals monitor and improve their readiness, activity, and sleep quality. It serves a global community by offering daily insights and practical advice to promote healthier lifestyles. The company emphasizes a supportive work environment that enables its team members to perform effectively.

2. About the Opportunity:

The Senior Manager, IT Support leads a globally distributed IT support team, focusing on transforming IT service management (ITSM) through AI-driven processes. This role is crucial in enhancing employee IT experiences by implementing automated workflows and collaborating across departments to streamline IT operations.

3. Responsibilities:

• Lead and develop a global IT support team across multiple locations, managing hiring, onboarding, performance, career development, and succession planning

• Drive the AI-first ITSM transformation, including migration projects and deployment of AI-native ticket deflection and self-service workflows

• Manage ITSM process design, governance, and SLA accountability across incident management, request fulfillment, change management, and escalation frameworks

• Collaborate with IT Platform Engineering and Applications & Automation teams on joiner-mover-leaver (JML) automation and access governance

• Oversee vendor relationships, ensuring SLA compliance and device lifecycle management across global offices

• Lead cross-functional programs involving IT, HR, Legal, Finance, Security, and business leadership to achieve aligned outcomes

• Develop regional IT support specialists to take ownership and improve processes through root cause analysis

• Participate in on-call rotations for critical IT support escalations

4. Requirements:

• Over 10 years of experience in enterprise IT support or service management leadership within fast-paced technology companies, including at least 3 years managing global teams

• Strong ownership of ITSM platforms such as ServiceNow or equivalents, with experience in AI-enabled or Slack-first ITSM models preferred

• Proven ability to design and govern ITSM processes and implement continuous improvements

• Effective people management and cross-functional leadership skills

• Experience managing IT support teams across US and European time zones

• Familiarity with enterprise identity and access management platforms like Okta for collaboration on JML processes

• Excellent communication skills for diverse audiences and remote collaboration

• East Coast based remote work capability

5. Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.