About the job
Senior Manager of IT Technical Support
Join Ivanti, a leader in empowering teams to provide exceptional support experiences that ensure the performance, security, and reliability of our global IT environments. If you are dedicated to driving operational excellence, fostering technical leadership, and optimizing IT operations, we invite you to be part of our mission to redefine digital workplace support.
Why this position is vital
As the Senior Manager of IT Technical Support, you will lead the charge in managing Ivanti's global end-user technology landscape across the US, EMEA, and India, overseeing a vibrant team of over 18 specialists. You will be responsible for enhancing our technical support offerings through three main pillars:
- Service Delivery Excellence: Direct technical troubleshooting and support for intricate systems, encompassing data centers, cloud infrastructures, Windows and Mac OS environments, and networking. Promote SLA compliance, proactively address shortcomings, and spearhead initiatives aimed at minimizing MTTR (Mean Time to Resolve).
- Leadership, Growth & Development: Recruit, coach, and mentor engineers, technicians, and support specialists to cultivate a high-performing, customer-focused team. Foster a culture of ownership and continuous improvement by facilitating technical and leadership development throughout the organization.
- Technical Innovation & Stakeholder Partnership: Forge strong collaborations with engineering, security, and product teams to troubleshoot complex technical challenges, promote upgrade adoption, and contribute to global installation and training efforts. Leverage cutting-edge security/endpoint solutions, automation, and advancements in cloud technology (Azure, AWS) to enhance our business impact and resilience.
Your responsibilities will include:
- Leading and motivating a globally distributed support team, ensuring alignment with organizational goals, core values, and customer expectations.
- Managing and optimizing our IT Service Delivery by closely monitoring SLA adherence, evaluating incidents, and implementing measurable enhancements in service quality and efficiency.
- Developing, leading, and refining people-management strategies to support technical and leadership growth, succession planning, and performance management across regions.
- Providing advanced technical troubleshooting across data center, cloud, desktop (Windows/Mac), and enterprise network settings—including endpoint security and management.

