Senior Manager, Support Services

The Senior Manager, Global Support Services leads and oversees multiple IT Support teams operating across global locations under a follow-the-sun model. Partnering with other IT teams, Information Security, and Business Leaders, this role ensures the delivery of high-quality technical support, exceptional end-user experiences, and continuous service improvements. The manager is responsible for driving operational excellence, optimizing IT support processes, and fostering a culture of customer-centric service across the organization.

Essential Responsibilities:

• Meets regularly with business leaders, IT leaders, and team members to develop, implement, and refine IT support strategies that align with business needs while maintaining security, compliance, and regulatory requirements.
• Works closely with Human Resources, Recruiters, and Leadership regarding all team personnel matters, including hiring, performance management, and disciplinary actions.
• Conducts and oversees regular IT Support team meetings to discuss ongoing initiatives, service improvements, and operational challenges.
• Delegates and assigns special tasks and projects to team members, ensuring efficient workload distribution and project execution.
• Travels as needed to meet with global team members, supervise projects, conduct interviews, and engage with leadership.
• Provides team members with regular informal feedback, coaching, and mentorship, while also conducting formal mid-year and annual performance evaluations.
• Monitors, reviews, and approves team timesheets, ensuring accurate tracking of work hours, overtime, and time-off requests.
• Manages team schedules to ensure continuous IT support coverage and adherence to the follow-the-sun support model.
• Oversees, assigns, and directs resources to manage and prioritize the IT support ticket queue effectively, ensuring timely resolution of issues.
• Develops and maintains key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to track and improve team performance, customer satisfaction, and ticket resolution times.
• Implements best practices for IT support metrics, including first-call resolution (FCR), mean time to resolution (MTTR), ticket backlog management, and customer satisfaction scores (CSAT).
• Ensures the team adheres to ITIL frameworks, incident and problem management best practices, and continuous service improvement initiatives.
• Oversees the documentation and implementation of troubleshooting and resolution procedures, ensuring consistency in IT support processes.
• Analyzes support trends and ticket data to proactively identify areas for improvement, training opportunities, and potential automation solutions.
• Partners with other IT teams to drive technology enhancements, self-service solutions, and knowledge base improvements.

Additional Responsibilities/Details:  

• May be required to travel on short notice.
• Approves team expense reports.

Minimum Education Requirements:   

• Bachelor degree in a technical field required, or a combination of a bachelor’s degree and equivalent technical experience.

Minimum Experience Requirements:  

• 8 years of progressively responsible experience in related roles

Other Requirements:

• Demonstrated managerial experience leading global IT support teams in a fast-paced, enterprise environment.
• Experience with IT service management (ITSM) platforms such as ServiceNow, ServiceDesk, JIRA, or similar ticketing software.
• Strong troubleshooting, problem-solving, and customer service skills, with a focus on delivering high-quality end-user support.
• Proactive and responsive attitude, with the ability to quickly assess and resolve technical issues while ensuring minimal disruption to business operations.
• High emotional intelligence, with the ability to effectively manage and support diverse teams across multiple time zones.
• Ability to adapt quickly to shifting priorities, evolving business needs, and organizational change.
• Exceptional multi-tasking and prioritization skills, with the ability to manage multiple incidents and projects simultaneously.
• Excellent attention to detail and organizational skills, ensuring thorough documentation and adherence to IT support best practices.
• Strong verbal, written, and interpersonal communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
• Experience with reporting and analytics tools to track SLAs, KPIs, and operational performance, including familiarity with platforms such as Power BI, Tableau, ServiceNow Reporting, or similar reporting software.

Consilio’s True North Values

• Excellence
  We strive to make every client our advocate
• Passion
  We DO because we CARE
• Collaboration
  We win together through teamwork and communication
• Agility
  We flex, adapt and embrace change
• People
  We value, respect and invest in our teammates
• Vision
  We create clarity of purpose and a clear path forward

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.