Manager, IT Support Services

At G-P, our mission is to break down barriers to global business, enabling opportunities for everyone, everywhere. With remote-first and diverse teams all around the world, our people are the key to achieving this mission. That’s why we trust our Dream Team members with the flexibility and autonomy to do their best and most innovative work, encourage and support their personal growth and career development, and believe in recognition for a job well done.

The work you’ll be a part of here will have a positive impact on people and their work/life possibilities around the world. Our industry-leading SaaS-based Global Employment Platform™ enables our customers to expand and grow into 180+ countries, creating more opportunities for global success – without requiring entity or subsidiary setup. Beyond the power of our platform, we never forget that behind every hire is a human being. And that brings us to you.

Beyond a competitive compensation and benefits package, what we offer to all employees is the clear and simple promise of Opportunity Made Possible. Come expand your skills in new ways and experience the thrill of impacting the way the world works, today and in the future.

About the position:

We are seeking a highly skilled and customer-focused Regional IT Support Manager to oversee and ensure smooth operation of our IT support services for our Dream team across North America and LATAM.

What you'll do:

• Manage the North American and LATAM region IT services technical support team to provide a mix of remote and onsite support to our internal customers
• End-User Support: Provide comprehensive technical support for various IT services used across the organization, including but not limited to troubleshooting issues, managing user access, and onboarding and offboarding users
• Team Leadership: Lead, mentor and develop a team of IT support professionals, providing guidance and support to ensure high performance and professional growth. Act as a point of escalation within global support team
• White-Glove Support: Provide personalized support to executive leadership, with a high level of care, urgency, and attention to detail to garner trust and confidence with stakeholders
• Event Support: Coordinate and provide technical support and guidance for virtual and in-person events, ensuring smooth execution and seamless user experiences
• Customer Service:
  • Foster a customer-centric culture within the IT support team, emphasizing the importance of empathy, patience and clear communication
  • Develop and implement best practices for customer service to ensure a high level of satisfaction
• Teamwork & Collaboration:
  • Collaborate with EMEA and APAC IT support leaders to align on support strategies and processes, share best practices, and ensure cohesive IT support across regions
  • Work closely to share knowledge and technical expertise with other IT team members and management as needed
• Continuous Improvement:
  • Review ITSM data/reports to identify trends, areas for improvement and for optimizing support operations including automation and self-service
  • Regularly collect and analyze feedback to continuously improve IT support services
• ITSM Tools & Processes: Manage ITSM tools to track and manage incidents, requests, changes, and problems, ensuring adherence to ITIL best practices and ensuring issues are resolved within agreed service level agreements (SLAs)
• Asset Management: Manage end user inventory and procurement for supported regions
• Documentation: Ensure all IT support processes and procedures are well documented and up to date
• Vendor Management: Work closely with vendors to escalate and resolve technical issues, and to advocate for enhancements or improvements
• Critical Incident Management: Participate in on-call Incident Manager rotation for leading response efforts during high priority incidents, and working closely with cross-functional teams to expedite resolution
• Projects: Act as technical lead and/or participate in various projects including, tech refreshes, OS upgrades, etc.

What we are looking for:

• 5+ years' experience supervising/managing a multi-region IT support team and direct experience performing day-to-day IT support preferably in a global organization
• 2+ years’ experience providing white-glove support to executive level stakeholders
• 1-2+ years’ experience with cloud-based collaboration and communications tools (e.g., Zoom, Slack)
• Technically proficient in Mac and Windows operating systems
• A strong technical background in topics relevant to this role, such as Azure AD identity management, two-factor authentication, Office 365 administration, client configuration, and deployment
• Strong problem solving skills and ability to thrive in a fast-paced, dynamic environment
• Excellent communication and interpersonal skills, with ability to effectively interact with individuals at all levels of the organization
• Proficient in ITSM processes and tools (e.g., ServiceNow, Jira)
• ITIL certification preferred
• Experience working in a SaaS-centric environment supporting internationally distributed and diverse teams
• Ability to manage several interrelated and potentially competing priorities in parallel

The annual gross base salary range for this position is $96,000 - $120,000 with the addition of a company bonus.

G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, flexible spending accounts, medical Insurance, dental Insurance, vision Insurance, 401k, and sabbatical after 5 years of service.

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.

Are you ready to work for a company that has continuously being recognized as a Top Place to work. People are the heartbeat of the company and the key to making G- P an inclusive and fun place to work – a collaborative environment where you can make a real impact and love the work you’re doing!