Manager, IT Support - US & LATAM

CryoLife • Kennesaw, GA

100d

About The Position

The IT Support Manager, US / LATAM, will be responsible for leading and transforming regional technology support services across two key locations. This leader will ensure reliable, customer-focused IT operations that meet the needs of a global medical device business. The role will focus on building a high-performing team, driving operational excellence, improving end-user satisfaction, and aligning IT support with business priorities in a regulated environment.

Requirements

• Bachelor's degree in information technology, computer science, or related field, or demonstrable work experience.
• 10+ years of progressive IT experience, with at least 5 years in a people leadership/management role.
• Proven success managing regional or multi-site IT support teams in a global organization.
• Strong knowledge of IT service management framework. ITIL certification and working experience is advantageous.
• Demonstrated ability to improve service delivery, drive process standardization, and manage change.
• Experience working in regulated industries (medical device, pharmaceutical, or healthcare preferred).
• Excellent communication skills in English; Spanish and/or Portuguese advantageous.
• Strong stakeholder management and ability to influence without authority.
• Hands-on technical knowledge across end-user computing, networking, collaboration tools, and enterprise applications.

Responsibilities

• Lead, mentor, and coach a diverse team of IT support engineers across US and LATAM, fostering professional growth, engagement, and accountability.
• Establish, document, and enforce consistent support processes, aligned to ITIL best practices, ensuring predictable, high-quality service delivery.
• Drive continuous improvements in incident resolution times, first-call resolution rates, and customer satisfaction; establish SLAs and track performance against targets.
• Oversee resolution of critical and high-impact issues, ensuring timely communication to stakeholders and effective root cause analysis.
• Ensure IT operations adhere to corporate security policies, data protection regulations, and industry-specific compliance requirements (e.g., FDA, SOX).
• Partner with global IT and project teams to support technology rollouts, system upgrades, and integrations across the region.
• Define and maintain performance dashboards, providing transparency into team performance, trends, and improvement opportunities for senior IT and business leadership.
• Oversee external support partners and service providers, ensuring performance against contracts and alignment with company standards.
• Champion proactive problem-solving, knowledge sharing, and process automation to drive efficiency and reduce recurring issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree