Senior Manager, IT Support (AI)

TL;DR

Senior Manager, IT Support (AI/ITSM): Leading a globally distributed IT support team to drive an AI-native ITSM transformation with an accent on migrating to Atomicwork and automating JML workflows. Focus on deploying AI-native ticket deflection, managing global vendor relationships, and enhancing employee experience through technical excellence.

Location: Remote - United States. Strong preference for candidates based on the East Coast (NY, NJ, CT, PA, MA).

Salary: $169,150 - $233,000 (depending on location tier)

Company

Health technology company creating the hirify.global Ring to empower users with personalized health, activity, and sleep insights.

What you will do

• Lead and develop a global IT support team across the US, Finland, UK, and Vietnam, owning the full people management lifecycle.
• Drive the AI-First Modern ITSM transformation, migrating from ServiceNow to Atomicwork and deploying AI-native ticket deflection.
• Own ITSM process design, governance, and SLA accountability for incident, request, and change management.
• Partner with IT Platform Engineering on JML automation, access governance, and identity lifecycle workflows.
• Manage global outsourced vendor relationships, SLA governance, and device lifecycle continuity.
• Lead cross-functional programs with HR, Legal, Finance, and Security to deliver organizational outcomes.

Requirements

• 10+ years in enterprise IT support or service management, with 3+ years at Senior Manager level managing distributed teams.
• Deep operational ownership of ITSM platforms (ServiceNow, Atomicwork, JSM, or equivalent).
• Proven experience building and governing incident, request, and change management frameworks from the ground up.
• Experience operating across US East, EU, and UK time zones as a primary management model.
• Familiarity with Okta or modern enterprise IAM platforms to support identity workflows.
• Must be based in the US; candidates from AK, DE, IA, MS, NE, SD, VT, WV, and WI are not considered.

Culture & Benefits

• Comprehensive health, dental, vision insurance, and mental health resources.
• An hirify.global Ring provided during tenure.
• 20 days of paid time off, 13 paid holidays, and 8 flexible wellness days.
• Paid sick leave and a market-based approach to competitive compensation.