Responsibilities
- Lead a global IT support team across service desk and on-site operations, ensuring SLA attainment across all locations
- Own ticketing (Jira), CMDB inventory, and task flow optimization
- Drive efficiency through automation and process redesign—reducing manual work and scaling support without proportional headcount growth
- Manage vendor relationships and IT policies balancing security, cost, performance, and user experience
- Contribute to governance of 100+ SaaS applications in GCP and Azure
Requirements
- 5+ years experience leading IT Operations or IT Support teams at a high-growth SaaS or technology company, including team prioritization, workflow management, and performance feedback
- Relevant technical background with hands-on IT support experience (service desk, on-site support, or equivalent IT operations role)
- Strong understanding of IT operations processes, SLA management, ticketing systems (Jira or similar), and CMDB concepts
- Experience with vendor management and negotiation for IT support services
- Familiarity with modern IT environments including cloud platforms (Google Cloud Platform, Microsoft Azure), Slack, Google Workspace, and M365
- Comfort supporting diverse operating systems (Mac, Windows, Linux) and hybrid-enabled environments
- Experience with modern IT management tools (Terraform, GitHub, Cisco Meraki, or similar infrastructure-as-code approaches)
- Familiarity with AI-assisted tools (Copilot, Gemini, Cursor) or emerging productivity technologies
- Demonstrated ability to identify, design, and execute process improvements and automation initiatives
- Excellent communication and stakeholder management skills across technical and non-technical audiences
- Ability to thrive in fast-paced, global, distributed environments
- Ability to work independently while remaining open and collaborative with own and other teams
- Strong attention to detail, analytical rigor, and ability to manage multiple projects and team priorities
- Willingness to stay hands-on with technical and procedural tasks while leading the team
Nice to Have
- Track record of driving large-scale process improvements or automation initiatives that measurably improved efficiency
- Experience in entry management or team lead roles balancing hands-on work with team leadership
- Exposure to global IT operations or supporting distributed, multi-timezone teams
