Senior Manager, IT Support

🕒 July 21

🦌 Connecticut, New Jersey, +3 more states – Remote

🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote

💵 $169.2k - $233k / year

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 29%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ŌURA

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

🏭 Manufacturing

💼 Consulting

Healthcare • Manufacturing • Consulting

ŌURA is a company that produces smart rings designed to provide in-depth health metrics and insights. The Oura Ring tracks a variety of health-related data such as sleep patterns, heart rate, activity levels, and stress. It aims to help users live healthier and more productive lives through accurate biometrics tracked via a comfortable ring worn all day and night. With features that benefit women's health, heart health, and overall wellness, ŌURA rings are marketed as both technologically advanced and user-friendly devices for personal health monitoring.

📋 Description

• Lead and develop a globally distributed IT support team across the US, Finland, UK, and APAC • Own hiring, onboarding, performance management, career development, and succession planning • Lead the ServiceNow-to-Atomicwork migration • Deploy AI-native ticket deflection and self-service workflows • Enable AI coworker agents to handle routine requests autonomously • Own ITSM process design, governance, SLA accountability, and executive-ready metrics reporting • Manage incident management, request fulfillment, change management, and escalation frameworks • Partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and onboarding/offboarding workflows • Manage outsourced support and vendor relationships, including milestones, SLAs, performance, and device lifecycle continuity • Drive cross-functional programs across IT, HR, Legal, Finance, Security, and business leadership • Develop regional IT support teams toward domain ownership and escalation accountability • Drive continuous improvement through structured root cause analysis • Participate in on-call rotation escalations for critical incidents and executive escalations

🎯 Requirements

• 10+ years in enterprise IT support, service management, or helpdesk leadership in a high-growth, fast-paced technology company • At least 3+ years at Senior Manager level managing globally distributed teams • Deep ITSM platform ownership with ServiceNow, Atomicwork, Console, JSM, or equivalent • Operational ownership of ITSM platforms, SLA configuration, and workflow design • Experience delivering an AI-native or Slack-first ITSM model is a strong plus • Proven delivery and continuous improvement of incident management, request fulfillment, change management, and SLA frameworks • Systematic root cause analysis experience • Experience developing individual contributors into informal regional leads • Cross-functional leadership across HR, Legal, Security, Finance, and business leadership • Experience managing globally distributed IT support teams across US and European time zones • Familiarity with Okta or a modern enterprise IAM platform • Ability to partner on JML automation, access governance, and identity lifecycle workflows • Exceptional written, verbal, and executive communication skills • Experience using Jira and Confluence • East Coast-based; open to NY, NJ, CT, PA, or MA • Approximately 25% travel to San Francisco, Europe, and the UK • Comfortable with international travel and a US Eastern time zone anchor

🏖️ Benefits

• Health, dental, vision insurance, and mental health resources • An Oura Ring of your own during your tenure • 20 days of paid time off • 13 paid holidays • 8 days of flexible wellness time off (prorated) • Paid sick leave