Description

Position Title: Senior IT Support Manager

Description

Job SummaryWe are looking for a Senior IT Support Manager who loves solving problems and is passionate about building a reliable, secure, and delightful enduser technology experience.You will lead a global team of IT Support Managers spanning Atlanta, Las Vegas, Mexico City, and Sydney, aligning processes, tools, and service quality across regions. Working closely with IT Engineering, Network, Business Systems, HR, BI, and business leaders, you will raise the bar on IT service delivery, modern endpoint management, and support automation that powers AGSs growth.You have a proven track record helping companies scale internationallystanding up support operations, tooling, and processes across new regions (e.g., LATAM, APAC, ANZ) while maintaining global standards and local compliance.Responsibilities

• Exercise discretion and independent judgment with respect to matters of significance.
• Manage managers: coach, mentor, and performancemanage IT Support Managers across four regions; set goals, run playbooks, and foster a one team culture.
• Run worldclass Service Desk & Desktop Support: standardize intake, triage, and escalation using Jira Service Management, enforce SLAs/SLOs, and publish service health metrics.
• Modern endpoint operations: lead imaging, patching, compliance, and software delivery with Intune, SCCM, and Entra ID; drive secure configurations with MFA and Conditional Access.
• Crossplatform support: ensure robust support for Windows and macOS environments, including device enrollment, patching, and security baselines.
• Security partnership: collaborate with SecOps on EDR/XDR alerting, phishing response, and incident runbooks; champion leastprivilege and device hardening.
• Onboarding/offboarding excellence: coown HRintegrated workflows (birthright access, license mirroring, firstday readiness); ensure timely, complete offboarding.
• Asset & license stewardship: keep accurate inventories with Ivanti ITAM and related tooling; reconcile licenses, optimize spend, and support audits.
• Change & tool migrations: coordinate rollouts and transitions (e.g., collaboration tools, domain/email changes, filesharing standards) with minimal disruption.
• Vendor management & budget discipline: obtain quotes, manage renewals, and document ROI for core IT support tools and services.
• Communications & events: publish clear updates for facility notifications, Town Halls, maintenance windows, and executive briefings.
• Continuous improvement: identify bottlenecks, automate routine tasks (PowerShell, workflow automation), and drive shiftleft knowledge and selfservice.

Skills/Requirements

• Bachelors degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
• 8+ years of professional IT Support experience with 3+ years managing multisite/global support teams (managing managers strongly preferred).
• Handson leadership with Microsoft 365, Intune, SCCM, Entra ID/Azure AD, Windows 10/11, macOS, and Jira Service Management (workflows, SLAs, automations, reporting).
• Expert in designing, operating, testing, and improving support processes; strong problemsolving and rootcause analysis skills.
• Securityminded, with experience partnering on EDR/XDR, phishing/malware response, and secure remote access (e.g., Meraki, GlobalProtect).
• A passion to help your team members and to work with them for the greater good; excellent communication and stakeholder management.
• Be selfmotivated and proactive to get stuff done; comfortable with iteration and change to create and design great things.

Nice to Have

• Experience with Ivanti ITAM, BeyondTrust Remote Support, Verkada, Exclaimer, PowerShell scripting, and Software Center; ITIL certification.
• Experience deploying AIdriven selfservice tools (e.g., virtual agents, automated ticket triage, knowledge bots) to reduce ticket volume and improve user experience.

Work Location & Team Model

• Onsite Atlanta, GA (primary).
• Manages a global team with onsite and remote members in Las Vegas, Mexico City, and Sydney; occasional travel required.

Note: All offers are contingent upon successful completion of a background check.
Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.
AGS is an equal opportunity employer.


Equal Opportunity Employer, including disability/protected veterans

PI281069840