Manager, Global IT Support (Remote, MA, US)

Position Summary

Targeting candidates in the Greater Boston area. 

This position will lead the Global IT Support function to deliver technical support to all employees and partners to agreed standards and SLAs. This position will be responsible for managing the ticketing system and service catalogue to ensure ease of use and effective ticket management.

Principal Responsibilities

Provide global leadership of the IT Support function and drive the end-to-end serviceability of the IT services and technical capabilities whilst remaining hands-on. The IT Support Manager, working with the regional IT Support Analysts, will provide the leadership and coordination on a worldwide basis for the IT Support function, covering local and global helpdesk operations and change management.

The IT Support Manager will maintain an active partnership with regional and country-based management teams and support the regional IT Partners in their roles as liaison between the local offices and the global IT organization. 

•    Developing and executing the firm’s IT Support strategy
•    Developing, publishing and governing global serviceability standards and metrics
•    Selecting, evaluating and approving technical standards and procedures for local office IT
•    Identifying, planning, and leading initiatives to continuously improve the efficiency and effectiveness of IT Support team’s operations
•    Accountability of all end user computing and office technology assets, stability and support of the end user computing platform and for service delivery of office, personal, and mobile technology including day-to-day operations across all locations
•    Delivering a high-quality global IT helpdesk service
•    Leading and building a diverse IT Support team, including direct line management of the local Support Analysts
•    Maintaining effective relationships with regional senior managers and business leaders within the business, serving as point of escalation
•    Performing other duties as assigned or required

Education / Experience Requirements

•    Bachelor's degree in related field preferred. 
•    At least 10 years’ total experience in IT Service and 4 years of experience in a leadership position
•    Experience managing global teams and working in an international organization

Specialized Skills / Other Requirements

•    Fluent English (written and verbal)
•    Desktop technologies (OS, MS office applications)
•    Service management (ITIL)
•    State of the art remote support concepts
•    Change management
•    Experience and considerable technical knowledge in a cross-cultural, multinational environment
•    Exemplary IT Support management skills

•    Experience in managing people (direct and indirect reporting lines) across different cultures is required
•    Windows 10/11 in an M365 tenant environment
•    M365 administration and automation including InTune, Auto Pilot and Defender
•    Working knowledge of SDWAN and local networking/Wi-Fi management
•    Understanding of organizations business and able to discuss business requirements with leadership outside of IT
•    Advanced PowerPoint skills for business case and process documentation, ideally also able to leverage Tableau and/or PowerBI for analysis views
•    IT service management (ITIL/SixSigma) principles and best practices in a professional services environment
•    Strong financial planning and budgeting skills
•    Strategy development, work priorities and team processes ensuring clear customer focus and input
•    Strong leadership skills and influence across the organization, effectively leading change, originating ideas, and championing and gaining commitment
•    Ability to develop and articulate technical concepts for general use
•    Ability to recognize process limitations and surface issues to appropriate parties

TRAVEL REQUIRED: Frequent, global travel is required

The pay range for this position at commencement of employment is expected to be between $110,500 – 165,800 however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.  The total compensation package for this position will also include benefits such as medical, prescription drug, dental and vision insurance, flexible spending accounts, participation in 401(k) savings plan, and various paid time off benefits, such as PTO, short- and long-term disability and parental leave, dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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