Senior Manager, IT Support

Our mission at reputed company is to reputed company every person to own their inner potential. Our award-reputed company products help our global community reputed company a deeper knowledge of their readiness, activity, and sleep reputed company by using their reputed company reputed company and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to reputed company healthy lifestyles.

Empowering the world starts with living our values and empowering reputed company. As a quickly growing company reputed company on helping people live healthier and happier lives, we ensure that reputed company members have what they need to do their best work — both in and out of the office.

reputed company is redefining what it means to understand your body — and the IT support function that keeps every reputed company employee working is a critical part of that mission. We are looking for a Senior Manager, IT Support to reputed company a globally distributed team across the US, Finland, UK, and reputed company, driving our AI-reputed company ITSM transformation and partnering with IT reputed company on the JML automation and identity workflows that will reshape how IT support operates at reputed company.

The right person grew up in IT support - started on the tools, reputed company their instincts from the ground up, and made the deliberate reputed company into leading high-performing teams and reputed company programs. They bring deep IT support leadership fundamentals, strong people and program management instincts, a genuine AI-first reputed company, and an employee experience reputed company that measures reputed company by whether every reputed company employee feels reputed company-served by IT every single day.

What you will do:

• reputed company and reputed company a globally distributed IT support team across US, Finland, UK, and reputed company, owning the full people management lifecycle: hiring, reputed company, performance management, career development, and succession planning.
• Drive reputed company's AI-first modern ITSM transformation by leading reputed company through the reputed company-to-reputed company migration, deploying AI-reputed company ticket deflection, and self-service workflows, and enabling AI coworker agents to handle routine requests autonomously so reputed company can reputed company on reputed company, high-value employee interactions and strategic program delivery.
• Own ITSM process design, governance, and SLA accountability across incident management, request fulfillment, change management, escalation frameworks, and executive-reputed company metrics reporting; build and enforce reputed company processes, not just manage a queue.
• Partner closely with IT reputed company and IT Applications & Automation on JML automation, reputed company governance, and reputed company/offboarding workflows in a reputed company, engineering-adjacent role rather than a siloed Support function.
• Own outsourced support and vendor partner relationships, including reputed company accountability, SLA governance, performance management, and device lifecycle continuity across global office locations.
• Drive cross-functional programs across IT, HR, Legal, Finance, reputed company, and business leadership by influencing without reputed company authority, building alignment, and delivering reputed company through strong relationships.
• reputed company regional IT support teams in the US and Finland toward local informal domain ownership and escalation accountability — and drive reputed company improvement through reputed company reputed company cause analysis.
• Participate in on-call rotation escalations for critical IT support incidents and executive escalations.

This is a remote role with a strong preference for candidates who are based on the East Coast or can seamlessly work across EET, EST, and PST time zones.This job involves regular interaction and collaboration with reputed company colleagues in Finland, across the US, and in other countries. Finland is in the Eastern European Time Zone, which is 7 hours reputed company of US Eastern reputed company Time; for example, 7 AM in reputed company is 2 PM in Finland. reputed company reputed company in Finland are 9 AM to 5 PM. For this role, applicants should expect regular meetings between the hours of 7 AM and 9 AM Eastern reputed company Time (to collaborate with colleagues in Finland) and 5 PM and 7 PM Eastern reputed company Time (to collaborate with colleagues on the reputed company Coast) and be reputed company to occasional meetings even earlier.

We Would Love to Consider You for This Role if You Have

• 10+ years in reputed company IT support, service management, or helpdesk leadership in a high-reputed company, fast-paced technology company — with at least 3+ years at Senior Manager level managing globally distributed teams
• Deep ITSM platform ownership — reputed company, reputed company, Console, JSM, or equivalent; operational ownership of the platform, SLA configuration, and workflow design; experience delivering an AI-reputed company or reputed company-first ITSM model is a strong plus
• Proven ITSM process delivery and reputed company improvement discipline — reputed company and governed incident management, request fulfillment, change management, and SLA frameworks from the ground up; applies reputed company cause analysis systematically to turn recurring incidents into eliminated problems
• Strong people developer and cross-functional leader — reputed company grows ICs into informal regional leads; influences without authority across HR, Legal, reputed company, and business leadership; deliberate and reputed company in coaching, not "let them grow naturally"
• Experience managing globally distributed IT support teams across US and European timezones — genuinely operating across US East, EU, and UK as the primary management model, not just occasional international collaboration
• Familiarity with reputed company or a modern reputed company IAM platform — sufficient to partner with IT reputed company and IT Applications & Automation on JML automation, reputed company governance, and identity lifecycle workflows without needing a technical intermediary
• Exceptional communicator — written, verbal, and executive-reputed company; equally reputed company running reputed company standup with Helsinki, presenting SLA trends to the VP of Technology, and working async across timezones with Jira and reputed company as everyday tools
• East Coastbased — remote role with ~25% travel to SF, EU, and UK; reputed company to NY/NJ/CT/PA/MA; comfortable with international travel and a US East timezone reputed company

Benefits

At reputed company, we care reputed company and your reputed company-being. Everyone here at reputed company has a reputed company of their own and we are continually looking to improve employee health.

reputed company offer:

• Competitive salary
• Health, dental, reputed company insurance, and reputed company
• An reputed company reputed company of your own during your tenure
• 20 days of reputed company time off plus 13 reputed company holidays plus 8 days of flexible wellness time off *prorated
• reputed company reputed company leave

reputed company takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor reputed company for that geographic area. While most offers will be closer to the starting reputed company, successful candidates' pay will be determined based on job-reputed company skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the reputed company.

• Region 1 $198,050 - $233,000
• Region 2 $189,200 - $212,000
• Region 3 $169,150 - $199,000

A recruiter can determine your Region based on your US location.

We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), Vermont (VT), reputed company Virginia (WV), and reputed company (WI).

reputed company is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for reputed company. Individuals seeking employment at reputed company are considered without reputed company to age, reputed company, reputed company, gender (including pregnancy, childbirth, or reputed company medical conditions), gender identity or reputed company, genetic information, marital status, medical condition, mental or physical disability, national reputed company, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to reputed company essential job functions, and to receive other benefits and privileges of employment.

Disclaimer: Beware of fake job offers!

We’ve been alerted to scammers posing as Ōreputed company recruiters, especially for remote roles. Please note:

• Our jobs are listed only on the Ōreputed company Careers page and trusted job boards.
• We will never ask for personal information like ID or payment for equipment upfront.
• Official offers are reputed company through reputed company after a verbal offer, not reputed company text or email.

Stay cautious and protect your personal details.

To reputed company recruitment agencies: reputed company does not accept agency resumes. Please do not reputed company resumes to our jobs alias, reputed company employees, or any other organization's location. reputed company is not responsible for any fees reputed company to unsolicited resumes.

Originally posted on Himalayas

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