Global Support Manager

Convene Hospitality Group•New York, NY

3h•$130,000 - $140,000•Hybrid

About The Position

Convene Hospitality Group is seeking a Global Support Manager to join its Technology organization. This hands-on, operational role leads and develops the unified Help Desk and Business Systems support team, owning day-to-day end-user support and ensuring service quality, responsiveness, and reliability across the business. The position supports corporate teams, multiple venues, brands, and environments, and may also take on Infrastructure Support responsibilities in partnership with internal teams and vendors. A central focus is advancing automation by identifying opportunities to streamline support and workflows using traditional tools, scripting, and emerging AI capabilities. The aim is to enable employee self-service, reduce manual effort, and improve the speed, consistency, and overall employee experience. The Global Support Manager also oversees support processes and escalations, improves support practices, coaches team members, and serves as a bridge between end users and the broader technology organization.

Requirements

At least 5 years of experience in IT support, Help Desk, or end-user technology roles.
Ability to learn new technologies and tools quickly.
Ability to raise standards and serve as a role model for a high-performing team.
Strong hands-on experience supporting end users across multiple systems and environments.
Ability to troubleshoot complex issues and prioritize effectively in a fast-paced environment.
Experience documenting processes, creating runbooks, and improving support workflows.
Strong customer-service mindset and excellent communication skills.
Proficiency in Atlassian products, Okta, Workspace ONE or similar MDM platforms, and Google Workspace.
Strong understanding of Agile processes.
Experience managing security awareness initiatives.

Nice To Haves

Oomnitza experience.

Responsibilities

Own end-user and customer support operations from the infrastructure side across corporate teams, multiple venues, and brands.
Coordinate support for a diverse set of systems, tools, and on-site technologies.
Provide day-to-day guidance and support to Help Desk team members.
Help the team prioritize ticket resolution alongside systems and process improvement work.
Develop team members’ technical and customer support skills.
Identify recurring issues and work with engineering teams to address root causes and process gaps.
Work with leadership to set and track appropriate team metrics.
Lead Help Desk project initiatives, delegate tasks, and ensure delivery within agreed timelines.
Monitor and report on KPIs to improve service delivery and team performance.
Handle tickets, escalations, and complex troubleshooting scenarios; bring knowledge from complex escalations into the team.
Contribute to knowledge bases, runbooks, and support documentation.
Support endpoints, SaaS platforms, collaboration tools, and venue-specific systems.
Set standards for ticket handling, escalation paths, and support documentation.
Partner with Corporate IT Engineering, Global Infrastructure, Business Systems, and operations teams to improve support outcomes.
Help define support processes and guardrails that scale across venues.
Ensure consistent support experiences across locations, brands, and user groups.
Balance responsiveness with sustainable support practices.
Identify and drive automation opportunities using traditional tools, scripting, and emerging AI capabilities to enable self-service and reduce manual effort.