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Global Manager, IT Support Services
Resolution Technologies —Hoboken, NJ
- Windows
- 8 years
- Bachelor's degree
Advanced Associate, Sales (APAC)
Pearson —Remote
- Full-time
- Remote
- Mid-level
- 1 year
- Communication skills
Associate, Institutional Client Group (APAC)
CIM Group, LP —Los Angeles, CA
- $90,000 - $100,000 a year
- Full-time
- Microsoft Excel
- Mid-level
- Office
- Wellness program
- Paid parental leave
Quick Apply
Quant PM - Indian Markets (Remote)
Fionics —Remote
- $150,000 - $300,000 a year
- Full-time
- Remote
- Senior level
Quick Apply
Public Relations Manager, APAC / Japan
Xsolla —Remote
- $55,000 - $100,000 a year
- Full-time
- Remote
- Marketing
- Bachelor's degree
- Budgeting
Quick Apply
APAC Director of Supplier Engagement
Ren Global Inc. —Remote
- Full-time
- 7 years
- Management
- Bachelor's degree
Solutions Engineer APAC
Cellebrite —Remote
- Full-time
- Remote
- Up to 50% travel
- Mid-level
- Windows
Quick Apply
Market Operations Analyst (APAC/Europe Session)
Quantiq —Chicago, IL
- Mid-level
- Office
- 3 years
Philippines - Mental Health Counselor
MindFi —Remote
- Remote
- Mid-level
- 3 years
- Psychology
Developer Experience Director - APAC
Xsolla —Remote
- Full-time
- Remote
- Product management
- Mentoring
- Senior level
Quick Apply
Developer Evangelist - Integrations (APAC)
Xsolla —Remote
- Full-time
- Remote
- Public speaking
- English
- Presentation skills
Quick Apply
Developer Evangelist - Community (APAC)
Xsolla —Remote
- Full-time
- Remote
- Public speaking
- English
- Mid-level
Quick Apply
Customer Service Expert (Remote within APAC region, Contract)
INFUSE —Colorado
- Contract
- Remote
- Data entry
- Communication skills
- Entry level
Quick Apply
Regional Commercial Manager- APAC (UK/US)
ZEPZ TECHNOLOGY SERVICES LIMITED —Remote
- Remote
- Senior level
- Commercial
- Health insurance
- Employee discount
Customer Success Lead
PanelPlace —Remote
- Full-time
- Remote
- Mid-level
- Conflict management
- Communication skills
- Profit sharing
Technical Manager (Concrete - APAC Region)
CarbonCure Technologies —Remote
- Full-time
- Remote
- Up to 50% travel
- Laboratory experience
- English
Quick Apply
13d
Technical Writer, Contract
Therabody Corporate —Remote
- $55 - $75 an hour
- Contract
- Remote
- 5 years
- English
- Mid-level
Quick Apply
Client Success Representative (Remote within APAC region, Contract)
INFUSE —Colorado
- Contract
- Remote
- Data entry
- Communication skills
- Entry level
Quick Apply
LinkedIn Facebook Instagram WeChat
TrafficStars —Remote
- English
- Mid-level
- JavaScript
- Flexible schedule
Senior Software Engineer, Endpoint Agent (MacOS)
Keeper Security, Inc. —Remote
- On call
- Hybrid work
- 5 years
- Senior level
- Communication skills
- Paid jury duty
- Disability insurance

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Global Manager, IT Support Services

Resolution Technologies -
Hoboken, NJ

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Job Details

Qualifications

AI models
AI chatbots
Vendor relationship building
Managing technical support teams
Stakeholder engagement
Machine learning/AI-based analysis
Predictive modeling analysis
Managing teams in a customer support role
Operational management
Global team management
Key Performance Indicators
Predictive analytics projects
AI-driven automation
AI strategy
Call center management
Automation tools
Cross-functional communication
IT department experience
Stakeholder management

Full Job Description

Global Manager, IT Support Services
The Global Manager, IT Support Services leads our worldwide employee technology support organization, overseeing the 24/7 Global Service Desk (Tier 1) and three regional Tech Support teams (EMEA/IL, Americas, and APAC) and Mobile Team. This leadership role owns all employee support channels, including chat, portal, onsite, and remote services, while driving exceptional employee experiences and operational excellence. The position is responsible for advancing automation and Ailed support strategies, unifying global processes and tools, and partnering closely with IT, Security, HR, Facilities, and Engineering to deliver a seamless, modern, and scalable support ecosystem.

Global Manager, IT Support Services Impact Areas

Operational Excellence & Proactive Strategy:

Proactive Service Evolution: Transition from reactive troubleshooting to a preventative service model by leveraging deep data analytics and trend forecasting to resolve issues before they impact the business.
Scalable Global Infrastructure: Architect robust staffing models and readiness plans to ensure seamless, 24/7 global operations across all time zones.
Strategic Process Ownership: Drive the maturity of ITSM practices (Incident, Request, Problem, Knowledge, and Change Management) to ensure operational stability and governance.
Performance Benchmarking: Establish and monitor high-impact KPIs, including FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to maintain a culture of continuous improvement. Use AI technologies to enhance self-service, streamline knowledge management, and create intuitive, frictionless digital experiences for a global workforce.

Professional Team Development:

High-Performance Leadership: Lead and mentor a distinguished, professional Global Service Desk (GSD) team, fostering a culture of technical excellence, empathy, and professional growth.
Executive-Grade Support: Cultivate a team capable of providing white-glove support for executive leadership and key stakeholders, ensuring zero-friction technology experiences.
Knowledge & Documentation Standards: Maintain a gold-standard repository for ticketing and technical documentation, promoting a culture of collaborative knowledge sharing and rapid onboarding.

Innovation & Digital Transformation:

Next-Gen Automation: Accelerate the digital roadmap by expanding AI-driven virtual agents, sophisticated automation workflows, and intuitive self-service portals to reduce manual overhead.
Cross-Platform Technical Mastery: Ensure the team delivers elite troubleshooting across a diverse ecosystem of devices (macOS, Windows, Mobile) and enterprise platforms.
Strategic Stakeholder Alignment: Serve as a confident liaison between IT and business units, translating complex technical data into strategic insights that drive organizational value.
Crisis & Vendor Management: Expertly manage major incidents and business communications while nurturing strategic vendor partnerships to ensure the highest tier of service delivery.

Global Manager, IT Support Services Required Qualifications

Bachelor's degree in information technology or a related field preferred.
8 to 12+ years of experience in IT Support or IT Operations, including 4 to 6+ years leading global or multi-site teams.
Demonstrated ability to leverage operational metrics to drive improvements in the employee technology experience.
Strong ITSM expertise with a solid technical foundation; familiarity with automation, self-service, and AI driven support models.
Proven experience implementing AI-driven support models, including virtual agents, predictive issue detection, intelligent routing, and automated remediation workflows to elevate the employee support experience.
Demonstrated ability to design and scale automation frameworks within ITSM platforms, reducing manual workload and increasing first contact resolution.
Exceptional communication, leadership, and stakeholder management skills.

Global Manager, IT Support Services Preferred Qualifications

Experience managing follow the sun operations and supporting distributed global teams.
Proven success developing or scaling executive level/VIP support programs.
Track record of leading continuous improvement initiatives to enhance service quality and operational efficiency.

#RT

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Refine Your Search

apac jobs

Global Manager, IT Support Services

Advanced Associate, Sales (APAC)

Associate, Institutional Client Group (APAC)

Quant PM - Indian Markets (Remote)

Public Relations Manager, APAC / Japan

APAC Director of Supplier Engagement

Solutions Engineer APAC

Market Operations Analyst (APAC/Europe Session)

Philippines - Mental Health Counselor

Developer Experience Director - APAC

Developer Evangelist - Integrations (APAC)

Developer Evangelist - Community (APAC)

Customer Service Expert (Remote within APAC region, Contract)

Regional Commercial Manager- APAC (UK/US)

Customer Success Lead

Technical Manager (Concrete - APAC Region)

Technical Writer, Contract

Client Success Representative (Remote within APAC region, Contract)

LinkedIn Facebook Instagram WeChat

Senior Software Engineer, Endpoint Agent (MacOS)

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