Senior Manager, Global IT Support

Overview

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries.

Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.

For more information, visit www.jaggaer.com

 

We are seeking an experienced and hands-on Senior Manager, Global IT Support to lead and evolve JAGGAER's IT support operations across a globally distributed workforce. This role is responsible for managing a multi-country team delivering Level 1 and Level 2 end-user support across offices in the US, UK, Spain, Austria, France, Italy, Dubai, Serbia, and India — ensuring consistent, secure, and high-quality service delivery at every location.

As a key operational leader within the Global IT organization, you will own day-to-day support execution, drive service quality and compliance standards, and partner cross-functionally with Infrastructure, Security, Enterprise Applications, and HR to deliver an exceptional employee technology experience. You will bring technical depth, strong people management skills, and a continuous improvement mindset to a role that directly impacts how 1,300+ employees work every day.

Travel Requirement: Approximately 20% international travel.

Principal Responsibilities

Global IT Support Operations• Lead a globally distributed IT support team across Level 1 and Level 2 functions, spanning 9 countries and multiple time zones.• Ensure consistent, secure, and high-quality service delivery across all JAGGAER office locations.• Define, monitor, and report on SLAs, KPIs, and operational metrics; drive root cause analysis and corrective actions for recurring incidents.• Manage support coverage models including regional and follow-the-sun operations.• Develop and execute a continuous improvement roadmap for IT support services and tooling.

End-User Computing & Workplace Technology• Oversee endpoint device support across Microsoft, Linux, and Mac environments.• Manage notebook setups, hardware procurement, in-office infrastructure, and application support.• Drive adoption of collaboration and productivity tools; promote self-service and automation where feasible.• Champion a customer-centric approach to the employee technology experience.

Security, Identity & Compliance• Administer and maintain AD/Azure (Microsoft Entra ID) and Microsoft 365 environments.• Manage and enforce endpoint security tools including Zscaler, Tanium, JAMF, and CrowdStrike.• Ensure device compliance, patch management, and operational security standards are met globally.• Partner with Information Security to address vulnerabilities and support audit and compliance requirements.

Network & Infrastructure Support• Oversee network setups, hardware and VM configurations, and office-level IT infrastructure.• Collaborate with Infrastructure and Cloud teams on system upgrades, migrations, and transformation initiatives.• Support disaster recovery and business continuity activities at the office and endpoint level.

People Leadership & Team Development• Set clear performance objectives, development plans, and accountability measures for all direct reports.• Build and maintain a high-performing, customer-focused support team across geographies.• Drive workforce planning, succession planning, talent development, and employee engagement.• Foster a culture of collaboration, ownership, and continuous learning.

Vendor & Asset Management• Manage relationships with technology vendors including hardware suppliers, software providers, and managed service partners.• Oversee the full lifecycle of IT assets from procurement through retirement; maintain accurate global inventory.• Optimize refresh cycles, asset utilization, and software licensing compliance.

Stakeholder Engagement & Reporting• Serve as the IT support point of contact for business leaders across all regions.• Report regularly on service performance, operational risks, and improvement initiatives to IT leadership.• Partner with HR to support employee onboarding, offboarding, and mobility processes.

 

SUCCESS IN THIS ROLE WILL BE MEASURED BY• Achievement of global SLA and KPI targets across all support locations• Improvement in employee satisfaction and end-user experience scores• Reduction in recurring incidents and ticket backlog• Security and compliance posture across endpoints and identity management• Team engagement, retention, and professional development outcomes• Effective vendor management and cost-efficient asset lifecycle practices

Position Requirements

Must Have• Bachelor's degree in Information Technology, Computer Science, or a related field — or equivalent professional experience.• Minimum 8 years of progressive IT experience, including hands-on technical and people management roles.• Minimum 3 years managing distributed IT support teams across multiple countries or regions.• Proven experience in AD/Azure (Microsoft Entra ID) and Microsoft 365 administration.• Hands-on experience with endpoint security tools: Zscaler, Tanium, JAMF, and/or CrowdStrike.• Strong working knowledge of hardware and VM configuration, network setup, and endpoint device management.• Demonstrated ability to manage multi-vendor relationships and hardware procurement processes.• Excellent communication and stakeholder management skills; fluent English (written and verbal).

Nice to Have• ITIL v3/v4 Foundation certification or equivalent service management experience.• Microsoft Azure Administrator or Microsoft 365 certifications.• Experience with ITSM platforms such as Jira Service Management or ServiceNow.• Exposure to SaaS-based, cloud-first enterprise environments.• Additional European language skills (Spanish, French, German, Serbian) advantageous.

Technical Skills• AD/Azure (Microsoft Entra ID) | Microsoft 365 Administration• Endpoint Security: Zscaler, Tanium, JAMF, CrowdStrike• Hardware & VM Configuration | Network Setup & Office Infrastructure• Notebook Setup & Support: Microsoft, Linux, Mac• ITSM Platforms: Jira Service Management, ServiceNow• IT Asset Lifecycle Management | Hardware Procurement

 

What We Offer

• A positive and enjoyable working environment within a young, motivated, and collaborative team. • Competitive salary and clear career development opportunities. • Short communication channels and genuine room for creativity and initiative. • An international, professional environment with exciting challenges and growth opportunities. • An open-minded and dynamic corporate culture with access to training and development. • Private health insurance, FitPass, summer and winter parties, employee vouchers, New Year gifts, flexible working hours, and a wide range of work-life balance benefits.

 

Our Values

At JAGGAER, our business is about people. Our products are built on intellectual property, but the real differentiator is the teams behind them — the way we collaborate, innovate, solve problems, and deliver for customers. TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies.

 

Transparency – Openness Builds Trust

Candor strengthens relationships, speeds decision-making, and ensures problems are solved together—with customers, teammates, and partners.

 

Entrepreneurial Spirit – Own It, Drive It, Make It

A customer-focused, problem-solving mindset is at the cornerstone of both organizational and personal growth.

 

Accountability – Thumbs In, Not Fingers Out

We take responsibility ourselves before pointing elsewhere.

 

Metrics-Driven Results – Outcomes Over Activities

Data and evidence guide our decisions, help us correct course quickly, and ensure we are delivering meaningful impact.

 

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