[Hiring] Senior Manager, IT Support @GoGlobal

Role Description

GoGlobal is looking for a Senior Manager, IT Support to lead our global IT support team. You will manage six engineers across APAC, EMEA and the Americas, look after IT support for around 450 staff, and keep finding ways to improve it. The role is part operations, part improvement. You will keep day-to-day support running well, and you will also look for ways to improve the service.

Qualifications

• A degree in Computer Science, IT or a related field, or equivalent experience.
• At least 5 years leading an IT support or service desk team, ideally one spread across time zones.
• Hands-on experience running an ITSM tool, ideally Jira Service Management, including SLAs, queues, request types, automation and the knowledge base.
• Good technical knowledge of Microsoft 365, Entra ID, Intune, Windows and macOS.
• Experience using automation and AI tools, such as Copilot Studio or Claude Code, to reduce manual work.
• A working knowledge of ITIL.
• Clear written English. You will write reports for senior leaders and how-to guides for non-technical staff.

Requirements

• Ensure tickets are resolved within the agreed SLAs in every region, keep the backlog under control and act as the main escalation point for complex or high-impact issues.
• Oversee day-to-day relationships with IT suppliers and track software licence usage to flag shortfalls or waste before renewals.
• Produce regular service reports for IT leadership and the wider business on SLA performance, ticket trends and user satisfaction, with accurate data and clear analysis of causes and planned actions.
• Use data to continuously improve the IT team's processes, tools and ways of working, and put forward improvement proposals proactively.
• Identify high-volume, repetitive requests and processes, and reduce them through self-service, automation and AI.
• Maintain the knowledge base, runbooks and self-service portal to an agreed standard.
• Hold regular 1:1s, set clear objectives with agreed deadlines, and develop each engineer through a personal development plan, coaching and knowledge sharing.
• Plan regional cover across time zones, and recruit and onboard new team members when required.
• Maintain and run the onboarding and offboarding processes with HR.
• Carry out all work in line with SOC 2 and ISO 27001 requirements and support audits by providing evidence and responding to auditor requests.

Benefits

• A company small enough for your voice to be heard meaningfully, yet large enough to make a global impact.
• Collaborating with a diverse, global and supportive team.
• Built for the long-haul - no VC or PE pressure, just a focus on sustainable growth.

Company Description

As a privately owned company, we are free from the pressures of venture capital or private equity investors demanding exponential growth in unreasonable time frames. Sometimes, things just take time to do well. In our business, delivering great results is a process - and we're committed to doing it right. We are not for sale. We believe that financial success is a natural outcome of our work, not the primary goal. Unlike many investors who view money as a goal, our focus is on long-term growth and sustainable success.

• We operate with the benefits of a partnership without the complexities of a partnership.
• We prioritize organic and sustainable growth.
• We're global, offering career opportunities across the world.
• We embrace communication in English, even as a second language for many.
• We operate more like a high-performing sports team.
• We keep things simple and collaborative.
• We believe in transparency and trust.
• We believe flexibility drives success.