Senior Manager, IT Support

🔥 18 hours ago

🏄 California, Connecticut, +4 more states – Remote

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

💵 $198.1k - $233k / year

⏰ Full Time

🟠 Senior

💻 IT Support

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ŌURA

WebsiteLinkedInAll Job Openings

201 - 500 employees

🧘 Wellness

Wellness • Wearables • Health

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 San Francisco, Helsinki, Oulu, London, and Vietnam — owning the full people management lifecycle: hiring, onboarding, performance, career development, and succession • Drive Oura's AI-First Modern ITSM transformation — lead the team through the ServiceNow → Atomicwork migration, deploy AI-native ticket deflection and self-service workflows, and unlock AI co-workers to handle routine Tier 1 requests autonomously — freeing the team to focus on complex, high-value employee interactions and strategic program delivery • Own ITSM process design, governance, and SLA accountability — incident management, request fulfillment, change management, escalation frameworks, and executive-ready metrics reporting; build and enforce process, not just manage a queue • Partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and onboarding/offboarding workflows — a collaborative engineering-adjacent role, not a siloed support function • Own outsourced and vendor partner relationships — milestone accountability, SLA governance, performance management, and device lifecycle continuity across global office locations • Drive cross-functional programs across IT, HR, Legal, Finance, Security, and business leadership — influence without authority, build alignment, and deliver outcomes through relationships • Develop regional IT support specialists in SF and Finland toward informal domain ownership and escalation accountability — and drive continuous improvement through structured root cause analysis that turns recurring incidents into eliminated problems • Participate in on-call rotation escalations for critical IT support incidents and executive escalations

🎯 Requirements

• 10+ years in enterprise IT support, service management, or helpdesk leadership in a high-growth, fast-paced technology company — with at least 3+ years at Senior Manager level managing globally distributed teams • Deep ITSM platform ownership — ServiceNow, Atomicwork, Console, JSM, or equivalent; operational ownership of the platform, SLA configuration, and workflow design; experience delivering an AI-native or Slack-first ITSM model is a strong plus • Proven ITSM process delivery and continuous improvement discipline — built and governed incident management, request fulfillment, change management, and SLA frameworks from the ground up; applies root cause analysis systematically to turn recurring incidents into eliminated problems • Strong people developer and cross-functional leader — actively grows ICs into informal regional leads; influences without authority across HR, Legal, Security, Finance, and business leadership; deliberate and structured in coaching, not "let them grow naturally" • Experience managing globally distributed IT support teams across US and European timezones — genuinely operating across US East, EU, and UK as the primary management model, not just occasional international collaboration • Familiarity with Okta or a modern enterprise IAM platform — sufficient to partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and identity lifecycle workflows without needing a technical intermediary • Exceptional communicator — written, verbal, and executive-ready; equally sharp running a team standup with Helsinki, presenting SLA trends to the VP of Technology, and working async across timezones with Jira and Confluence as everyday tools • East Coast based — remote role with ~25% travel to SF, EU, and UK; open to NY/NJ/CT/PA/MA; comfortable with international travel and a US East timezone anchor.

🏖️ Benefits

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