IT Service and Support Manager

we are 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 departments 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 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.