Swooped
United States
Director of IT Services
- AI
- Cloud
- Incident Response
- Linux
S
Senior Manager, IT Support
United States
Full Remote
AI Summary
Lead a globally distributed IT support team across the US, Finland, UK, and Vietnam, driving AI-native ITSM transformation and JML automation. Own full people management lifecycle, ITSM process design, governance, and SLA accountability while partnering with cross-functional teams. Requires 10+ years enterprise IT support leadership with AI-first mindset and global team management experience.
Key Highlights
Lead globally distributed IT support team across US, Finland, UK, and Vietnam
Drive AI-native ITSM transformation including ServiceNow migration and AI co-worker implementation
Own ITSM process design, governance, SLA accountability, and cross-functional program delivery
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Key Responsibilities
Lead and develop a globally distributed IT support team across San Francisco, Helsinki, Oulu, London, and Vietnam — owning the full people management lifecycle: hiring, onboarding, performance, career development, and succession
Drive the organization's AI-First Modern ITSM transformation — lead the team through the ServiceNow → Atomicwork migration, deploy AI-native ticket deflection and self-service workflows, and unlock AI co-workers to handle routine Tier 1 requests autonomously
Own ITSM process design, governance, and SLA accountability — incident management, request fulfillment, change management, escalation frameworks, and executive-ready metrics reporting
Partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and onboarding/offboarding workflows
Own outsourced and vendor partner relationships — milestone accountability, SLA governance, performance management, and device lifecycle continuity across global office locations
Drive cross-functional programs across IT, HR, Legal, Finance, Security, and business leadership — influence without authority, build alignment, and deliver outcomes through relationships
Develop regional IT support specialists in SF and Finland toward informal domain ownership and escalation accountability — and drive continuous improvement through structured root cause analysis
Participate in on-call rotation escalations for critical IT support incidents and executive escalations
Technical Skills Required
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Benefits & Perks
Competitive salary
Health, dental, vision insurance
Mental health resources
20 days paid time off
13 paid holidays
8 days flexible wellness time off
Paid sick leave
Organization Ring of your own
Job Description
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The organization's mission is to empower every person to own their inner potential. The award-winning products help a global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their ring and its connected app. Millions of people have been helped to understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.
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