Senior Manager, IT Support

Job not on LinkedIn

🔥 1 minute ago

🌐 Romania, Poland, +4 more countries – Remote

🇷🇴 Romania – Remote 🇵🇱 Poland – Remote 🇲🇾 Malaysia – Remote 🇭🇺 Hungary – Remote 🇷🇸 Serbia – Remote 🇨🇿 Czechia – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.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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GoGlobal

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

✈️ Travel

Consulting • Logistics • Travel

GoGlobal is a leading provider of global human resources management solutions, specializing in services such as global hiring, employee onboarding, payroll management, and compliance with international regulations. As an Employer of Record (EOR), GoGlobal allows businesses to hire and manage talent worldwide without the complexities and legal risks involved in international employment. Their platform enables clients to attract, hire, and retain the best talent while ensuring compliance with local labor laws across various countries. By offering expert HR consulting and support, GoGlobal helps companies expand globally, explore new markets, and manage transactions smoothly. The company is committed to providing comprehensive HR solutions that facilitate global business operations, making it easier for businesses to thrive internationally.

📋 Description

• Lead the global IT support team of six engineers across APAC, EMEA and the Americas • Provide IT support for approximately 450 staff • Ensure tickets meet agreed SLAs, control the backlog and serve as escalation point for complex or high-impact issues • Oversee IT supplier relationships and monitor software licence usage • Produce service reports covering SLA performance, ticket trends, user satisfaction, root causes and planned actions • Improve IT processes, tools and ways of working using data • Reduce repetitive requests through self-service, automation and AI • Maintain the knowledge base, runbooks and self-service portal • Hold 1:1s, set objectives and develop engineers through development plans, coaching and knowledge sharing • Plan regional cover across time zones and recruit/onboard team members when required • Run onboarding and offboarding processes with HR • Comply with SOC 2 and ISO 27001 requirements and support audits

🎯 Requirements

• A 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 • Hands-on experience running an ITSM tool, ideally Jira Service Management, including SLAs, queues, request types, automation and the knowledge base • Good technical knowledge of Microsoft 365, Entra ID, Intune, Windows and macOS • Experience using automation and AI tools, such as Copilot Studio or Claude Code, to reduce manual work • Working knowledge of ITIL • Clear written English • ITIL 4 Foundation or higher, SDI Service Desk Manager qualification, Atlassian certification, Rovo agents, SOC 2 or ISO 27001 audit experience, Lean/Six Sigma training, and payroll, HR services or regulated-industry experience are nice to have

🏖️ Benefits

• Opportunity for all employees to become a partner and share in profits • Fully remote work, with hybrid options in some countries • Collaboration with a diverse, global and supportive team • Monthly financial transparency shared with the team • Career opportunities across international locations • Professional development through coaching, knowledge sharing and personal development plans • No equity plans; profit-sharing partnership opportunities instead

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