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Global Manager, IT Support Services

Resolution Technologies, Inc.

Hoboken, NJ

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JOB DETAILS
SALARY
$130,000–$180,000 Per Year
SKILLS
Alliance/Partner Management, Artificial Intelligence (AI), Automation, Benchmarking, Change Management, Computer Security, Continuous Improvement, Crisis Management, Customer Support/Service, Data Analysis, Documentation Standards, Ecosystems, Facilities Engineering, Forecasting, IT Service Management (ITSM), Identify Issues, Improvement Metrics, Information Technology & Information Systems, International Operations, Knowledge Management, Leadership, Mac Operating System, Management of Information Systems/Technology (MIS), Mentoring, Microsoft Windows Operating System, Multiplatform/Cross-Platform, Onboarding, Online Chat, Operational Support, Performance Metrics, Problem Solving Skills, Process Improvement, Service Delivery, Service Level Agreement (SLA), Team Building, Team Player, Technical Strategy, Technical Support, Technical Writing, Trend Analysis, Vendor/Supplier Management, Vendor/Supplier Planning
LOCATION
Hoboken, NJ
POSTED
11 days ago

Global Manager, IT Support Services
The Global Manager, IT Support Services leads our worldwide employee technology support organization, overseeing the 24/7 Global Service Desk (Tier 1) and three regional Tech Support teams (EMEA/IL, Americas, and APAC) and Mobile Team. This leadership role owns all employee support channels, including chat, portal, onsite, and remote services, while driving exceptional employee experiences and operational excellence. The position is responsible for advancing automation and Ailed support strategies, unifying global processes and tools, and partnering closely with IT, Security, HR, Facilities, and Engineering to deliver a seamless, modern, and scalable support ecosystem.

Global Manager, IT Support Services Impact Areas

Operational Excellence & Proactive Strategy:
  • Proactive Service Evolution: Transition from reactive troubleshooting to a preventative service model by leveraging deep data analytics and trend forecasting to resolve issues before they impact the business.
  • Scalable Global Infrastructure: Architect robust staffing models and readiness plans to ensure seamless, 24/7 global operations across all time zones.
  • Strategic Process Ownership: Drive the maturity of ITSM practices (Incident, Request, Problem, Knowledge, and Change Management) to ensure operational stability and governance.
  • Performance Benchmarking: Establish and monitor high-impact KPIs, including FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to maintain a culture of continuous improvement. Use AI technologies to enhance self-service, streamline knowledge management, and create intuitive, frictionless digital experiences for a global workforce.
Professional Team Development:
  • High-Performance Leadership: Lead and mentor a distinguished, professional Global Service Desk (GSD) team, fostering a culture of technical excellence, empathy, and professional growth.
  • Executive-Grade Support: Cultivate a team capable of providing white-glove support for executive leadership and key stakeholders, ensuring zero-friction technology experiences.
  • Knowledge & Documentation Standards: Maintain a gold-standard repository for ticketing and technical documentation, promoting a culture of collaborative knowledge sharing and rapid onboarding.
Innovation & Digital Transformation:
  • Next-Gen Automation: Accelerate the digital roadmap by expanding AI-driven virtual agents, sophisticated automation workflows, and intuitive self-service portals to reduce manual overhead.
  • Cross-Platform Technical Mastery: Ensure the team delivers elite troubleshooting across a diverse ecosystem of devices (macOS, Windows, Mobile) and enterprise platforms.
  • Strategic Stakeholder Alignment: Serve as a confident liaison between IT and business units, translating complex technical data into strategic insights that drive organizational value.
  • Crisis & Vendor Management: Expertly manage major incidents and business communications while nurturing strategic vendor partnerships to ensure the highest tier of service delivery.
Global Manager, IT Support Services Required Qualifications
  • Bachelor's degree in information technology or a related field preferred.
  • 8 to 12+ years of experience in IT Support or IT Operations, including 4 to 6+ years leading global or multi-site teams.
  • Demonstrated ability to leverage operational metrics to drive improvements in the employee technology experience.
  • Strong ITSM expertise with a solid technical foundation; familiarity with automation, self-service, and AI driven support models.
  • Proven experience implementing AI-driven support models, including virtual agents, predictive issue detection, intelligent routing, and automated remediation workflows to elevate the employee support experience.
  • Demonstrated ability to design and scale automation frameworks within ITSM platforms, reducing manual workload and increasing first contact resolution.
  • Exceptional communication, leadership, and stakeholder management skills.
Global Manager, IT Support Services Preferred Qualifications
  • Experience managing follow the sun operations and supporting distributed global teams.
  • Proven success developing or scaling executive level/VIP support programs.
  • Track record of leading continuous improvement initiatives to enhance service quality and operational efficiency.
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About the Company

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Resolution Technologies, Inc.

Resolution Technologies is a leader in staffing and consulting. We help clients find top talent to help them meet their key business objectives while positively impacting their bottom line.

Here at Resolution Technologies, we understand that serving our clients and consultants is what matters most and promise to never lose sight of that! We take the time to understand your individual needs through face-to-face interaction and strive to always make sure your objectives are met. Resolution Technologies is a full-service Professional Staffing and Executive Search Firm specializing in Technology, Finance & Accounting, Manufacturing Ops, Human Resources, and Marketing/Sales offering flexible solutions for our clients ranging from contract, contract-to-perm, and direct perm placements. Whatever your needs are, we promise to provide unrivaled quality and service.

COMPANY SIZE
20 to 49 employees
INDUSTRY
Staffing/Employment Agencies
EMPLOYEE BENEFITS
Paid Sick Days, Parking, 401K, Stock Options, Employee Events, Work From Home, Life Insurance, On Site Cafeteria
FOUNDED
2009
WEBSITE
http://www.resolution-tech.com