Job Title: Senior Support Manager
Location: Zionsville, IN – hybrid onsite
Salary Range: $180,000 to $250,000
Overview:
The ideal candidate combines deep service management expertise with a strong understanding of how technology enables business outcomes. They are equally comfortable leading support teams, driving operational improvements, and engaging with senior leaders to ensure technology services align with organizational priorities.
Key Responsibilities:
- Provide strategic and operational leadership for the end-user support organization, overseeing incident management, service request fulfillment, escalations, and overall service performance. Establish a culture focused on accountability, responsiveness, and continuous improvement.
- Serve as a trusted technology partner to leaders across the business. Develop strong relationships with operational, client-facing, and executive teams to understand business objectives and ensure support services effectively enable critical workflows and productivity.
- Champion proactive service management practices that improve reliability and user satisfaction. Analyze service trends, identify recurring issues, and implement sustainable solutions that reduce operational risk and improve service stability.
- Lead efforts to identify root causes behind recurring incidents and service disruptions. Partner with engineering, infrastructure, and product teams to prioritize corrective actions, improve platform resilience, and create a culture of learning through post-incident reviews and continuous improvement initiatives.
- Recruit, mentor, and develop support professionals while fostering an environment focused on collaboration, growth, and customer-centric service delivery. Establish clear performance expectations and career development opportunities for team members.
- Collaborate closely with infrastructure, workplace technology, cybersecurity, application teams, and business stakeholders to ensure support strategies align with broader technology roadmaps and organizational goals.
Skills Needed:
- 8+ years of progressive leadership experience in IT support, service delivery, or end-user technology operations.
- Experience leading and developing teams of technology professionals in the support, service delivery, or end-user technology space.
- Strong knowledge of modern workplace technologies, including endpoint management, identity and access management, collaboration platforms, and IT service management tools.
- Experience with enterprise ITSM platforms such as ServiceNow or equivalent solutions.
- Demonstrated success implementing problem management and continuous service improvement programs.
- Strong understanding of service metrics, operational reporting, and customer experience measurement.
- Proven ability to manage executive escalations and communicate effectively with both technical and non-technical audiences.
- Excellent leadership, coaching, and stakeholder management skills.
If interested in the role, please apply above and email your most updated resume to Liam at [email protected].
