Senior Manager, IT Support

About the role

GoGlobal is looking for a Senior Manager, IT Support to lead its global IT support team. You will manage six engineers across APAC, EMEA and the Americas, cover IT support for around 450 staff and keep improving the service. The role is part operations, part improvement: keeping day-to-day support running well while finding ways to improve it.

Key responsibilities

• Ensure tickets are resolved within agreed SLAs in every region, keep the backlog under control and act as the main escalation point for complex or high-impact issues.
• Oversee relationships with IT suppliers and track software licence usage to flag shortfalls or waste before renewals.
• Produce regular service reports for IT leadership and the wider business on SLA performance, ticket trends and user satisfaction, with accurate data and clear analysis of causes and planned actions.
• Use data to continuously improve the team's processes, tools and ways of working, and propose improvements proactively.
• Identify high-volume, repetitive requests and processes and reduce them through self-service, automation and AI.
• Maintain the knowledge base, runbooks and self-service portal to an agreed standard.
• Hold regular 1:1s, set clear objectives with deadlines, and develop each engineer through a personal development plan, coaching and knowledge sharing.
• Plan regional cover across time zones, recruit and onboard new team members, and run onboarding and offboarding processes with HR.
• Work in line with SOC 2 and ISO 27001 requirements and support audits by providing evidence and responding to auditor requests.

Required profile

• Degree in Computer Science, IT or a related field, or equivalent experience.
• At least 5 years leading an IT support or service desk team, ideally one spread across time zones.
• Clear written English, writing reports for senior leaders and how-to guides for non-technical staff.

Required skills

• Hands-on experience running an ITSM tool, ideally Jira Service Management, including SLAs, queues, request types, automation and the knowledge base.
• Technical knowledge of Microsoft 365, Entra ID, Intune, Windows and macOS.
• Experience using automation and AI tools such as Copilot Studio or Claude Code.
• Working knowledge of ITIL.
• Nice to have: ITIL 4 Foundation or higher, Atlassian certification in Jira Service Management, supporting SOC 2 or ISO 27001 audits, Lean, Six Sigma or similar process improvement training, payroll, HR services or another regulated industry.