Global Support Manager

TL;DR

Global Support Manager (Fintech): Leading a distributed IT support team to provide reliable, secure, and efficient technical support for a global workforce with an accent on ITSM process standardization and operational performance. Focus on scaling support operations, implementing AI-supported workflows, and driving service level improvements during organizational growth.

Location: Must be based in Toronto, Canada (Hybrid office environment).

Salary: $110,500–$130,000 CAD.

Company

A mission-driven fintech platform dedicated to democratizing finance for all by building the next generation of financial tools.

What you will do

• Lead a distributed IT support team across North America and Europe, establishing performance metrics and service outcomes.
• Oversee daily operations including queue management, escalation handling, and SLA/SLO governance.
• Standardize support processes and manage post-acquisition system integrations.
• Partner with engineering teams to deploy AI-supported workflows to optimize ticket resolution.
• Define operational dashboards and reporting frameworks for resource planning and service quality tracking.
• Recruit, coach, and develop team members to ensure professional growth and consistent support standards.

Requirements

• 8+ years of experience in IT support or enterprise technology operations.
• At least 3 years of experience managing distributed teams across time zones.
• Proficiency in ITSM frameworks (e.g., Jira Service Management, ServiceNow) and incident lifecycle management.
• Experience with enterprise tools including macOS/Windows device management, Okta, and Google Workspace.
• Demonstrated success in improving operational performance within high-growth or financial services environments.
• Must be able to work in a hybrid in-office environment in Toronto, Canada.

Nice to have

• Experience with AI-driven support tools for efficiency and knowledge management.
• Background in maintaining follow-the-sun support models and on-call rotations.

Culture & Benefits

• Competitive base pay with bonus opportunities and equity.
• Comprehensive health and wellness benefits tailored by region.
• Commitment to an inclusive and collaborative work environment.
• Support for professional development, coaching, and career growth.
• Focus on operational discipline, measurable outcomes, and continuous service improvement.