IT Service and Support Manager

Description:

Company Overview: 

Cellebrite’s (Nasdaq: CLBT) mission is to enable its global customers to protect and save lives by enhancing digital investigations and intelligence gathering to accelerate justice in communities around the world. Cellebrite’s AI-powered Digital Investigation Platform enables customers to lawfully access, collect, analyze and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organizations, intelligence agencies and businesses rely on Cellebrite’s digital forensic and investigative solutions—available via cloud, on-premises and hybrid deployments—to close cases faster and safeguard communities. To learn more, visit us at www.cellebrite.com, https://investors.cellebrite.com/investors and find us on social media @Cellebrite. 

Position Overview:

Cellebrite is looking for an experienced IT Service and Support Manager to lead its global IT Support organization and own the end-to-end employee support and user experience across all tiers -Tier 1, Tier 2 (IT and Business Applications Support).

Reporting to the Senior Director of IT Operations and Support Services, you will lead Team Leaders and their global teams, drive service excellence, mature ITIL processes, and be the accountable owner for support KPIs, SLAs and the voice of our employees.

The ideal candidate is a hands-on people leader -service-obsessed, data-driven, technically strong, passionate, and with a high “can-do” approach. If you love building teams, raising the bar on service, and partnering with the business to make IT simple and reliable, your place is with us.

Key Responsibilities:

• Lead, coach and develop global Teams - across multiple sites and time zones.
• Own hiring, onboarding, performance management, career development, 1:1 cadence and succession planning for the IT support organization.
• Set clear objectives, KPIs for each team; cascade them from the department’s annual plan and review progress in regular forums.
• Build a people-first recognition, engagement, feedback, and continuous learning.
•  Own end-to-end global IT support service delivery -cases, and remote sessions -ensuring timely, accurate and high-quality resolution for all employees.
• Define and enforce SLAs and OLAs across all tiers; drive response time, resolution time, first-contact resolution and customer satisfaction targets.
• Act as the top service and technical escalation point for the support organization; lead major incident, including communications to stakeholders and executives.
• Plan and operate global coverage, on-call rotations, out-of-hours support and coverage for key business events and releases.
• Own new hire onboarding experience, IMACs, laptop lifecycle, conference room / AV support, VIP and executive support services.
• Own support coverage for the Cellebrite endpoint and productivity estate: Windows 11, macOS, Microsoft 365, Exchange, SharePoint, Intune, Entra ID / Active Directory, OKTA, and enterprise security agents.
•  Own support coverage for core business applications in partnership with their owners: Salesforce, NetSuite, QlikSense, Monday.com, Atlassian, and other legal-tech and collaboration platforms.
• Govern support tooling -ITSM / ticketing platform, asset management -including roadmap, configuration and vendor relationships.
• Partner with IT Operations, Information Security, Business Applications and Knowledge & Collaboration leads to ensure seamless handoffs and a unified IT experience.

• At least 5 years of managerial experience leading IT support / service desk teams -a must; with experience as a manager of managers.
• At least 7 years of hands-on experience in IT / IS in a global, fast-paced environment.
• Endpoint and productivity support: Windows 11 and Mac; Microsoft 365, Exchange Online, SharePoint, Teams, Intune.
•  Identity and access: Entra ID / Active Directory, OKTA (admin level), MFA and conditional access.
• Business application support: Salesforce, NetSuite, QlikSense, Monday.com, Atlassian.
• Networking fundamentals: IPv4, TCP/IP, DNS, DHCP, VPN and remote user support.
• Security tools and agents on endpoints, and partnering with Information Security on incidents.
• ITSM platforms, ticket automation, knowledge management and self-service portals.
• Proven track record of leading global teams across multiple time zones and sites.
• Strong project and program management skills; able to lead multiple parallel initiatives end-to-end.
• Data-driven operator -comfortable defining KPIs, analyzing trends and driving improvement from metrics.
• Excellent leadership, coaching, communication and stakeholder management skills.
•  Supreme service orientation and a genuine people person; strong “can-do” approach.
•  Excellent written and verbal communication skills in English -a must.
•  Highly organized, process-oriented, self-motivated and able to effectively handle multiple activities at the same time.
•  Experienced in working in a global hi-tech company and within a global team.
• Willing to work flexible hours when needed and to travel 1–2 times a year.
• Availability during weekends and holidays as needed.