Manager, IT Support

Nintex•Bellevue, WA

1d•$120,000 - $150,000•Hybrid

About The Position

The IT Support Manager is responsible for leading Nintex's global IT Support function and delivering a reliable, secure, and high-quality technology experience for employees worldwide. This role oversees service desk operations, end-user computing, endpoint management, knowledge management, and support service delivery across all regions. The IT Support Manager combines operational leadership, technical expertise, and continuous improvement practices to ensure support services meet business expectations and defined service levels. This leader is responsible for developing and mentoring support personnel, driving operational excellence, improving employee experience, and implementing scalable processes, automation, and self-service capabilities. The IT Support Manager leads a globally distributed support organization operating across multiple regions and time zones. This role is responsible for building, developing, and managing a follow-the-sun support model that delivers consistent service levels, operational coverage, and employee support worldwide. The manager ensures alignment of processes, service standards, performance expectations, and employee experience across all support locations while fostering a collaborative "one team" culture. Working closely with Infrastructure, Security, Business Applications, People & Culture, and executive stakeholders, the IT Support Manager plays a critical role in enabling employee productivity and supporting Nintex's global growth initiatives.

Requirements

Bachelor's degree in Information Systems, Computer Science, Business Technology, or a related field, or equivalent experience.
5+ years of experience leading IT Support, Service Desk, or End User Computing teams.
Experience managing globally distributed teams across multiple regions and time zones.
Experience supporting global organizations and remote workforces.
Strong understanding of Microsoft 365, Entra ID, Intune, endpoint management, and modern workplace technologies.
Experience administering ITSM platforms such as Zendesk, ServiceNow, Freshservice, or equivalent solutions.
Strong operational reporting, service management, and KPI ownership experience.
Demonstrated success leading organizational change, support transformation, and process improvement initiatives.
Exceptional communication, stakeholder management, and leadership skills.

Nice To Haves

ITIL Foundation or higher certification.
Experience supporting SaaS or technology organizations.
Experience leading follow-the-sun support organizations.
Experience implementing automation, AI, and self-service support solutions.
Experience supporting SOC2, ISO 27001, or similar compliance frameworks.

Responsibilities

Lead and develop a globally distributed IT Support organization spanning multiple regions and time zones.
Manage a follow-the-sun support model that provides consistent global coverage and service delivery.
Support and create standardized operating procedures, escalation paths, and service standards across all support locations.
Manage and build a highly engaged and collaborative team culture across geographically dispersed resources.
Develop future leaders through coaching, mentoring, succession planning, and career development initiatives.
Ensure consistent performance expectations, support quality, and employee experience globally.
Partner with regional business leaders to balance local needs with global standards.
Drive workforce planning, capacity management, and organizational scaling to support company growth.
Lead and develop the global IT Support team to deliver exceptional service and employee experience.
Establish operational priorities, team objectives, and performance expectations.
Manage staffing, workload distribution, regional coverage, and escalation processes.
Foster a culture of accountability, continuous improvement, and customer service excellence.
Act as the senior escalation point for critical employee-impacting issues.
Own support service delivery, ensuring achievement of service level objectives and operational KPIs.
Monitor and improve response times, resolution times, customer satisfaction, and support effectiveness.
Conduct regular operational reviews and provide reporting to IT leadership.
Develop scalable support processes and governance frameworks that support business growth.
Establish service catalogs, support standards, and operational metrics.
Drive continuous improvement initiatives using operational data and employee feedback.
Oversee the lifecycle management of corporate devices, endpoint services, and workplace technology platforms.
Manage and support ongoing end user licensing requests and allocation.
Ensure effective administration of Microsoft Intune, endpoint compliance, software deployment, and endpoint security controls.
Lead onboarding, transfer, and offboarding technology processes.
Drive endpoint standardization, lifecycle management, and hardware refresh programs.
Partner with Infrastructure and Security teams to deliver a secure and productive workplace technology experience.
Own the support knowledge management strategy and self-service experience.
Maintain and continuously improve the quality and effectiveness of support documentation and knowledge articles.
Improve support efficiency through automation, workflow optimization, and AI-enabled support capabilities.
Partner with technical teams to develop user education materials, support documentation, and operational standards.
Reduce manual effort through process simplification and technology enablement.
Act as the senior escalation point for major end-user impacting incidents.
Partner with Infrastructure and Security teams to coordinate incident response and remediation activities.
Lead root cause analysis and corrective action efforts.
Monitor support trends and proactively identify recurring issues and improvement opportunities.
Ensure proper change management and communication practices for employee-facing technology changes.
Manage vendors, contracts, and technologies that support end-user computing and service desk operations.
Continually evaluate and optimize spend across end user facing hardware, software and tools supporting them.
Participate in technology evaluations, renewals, and vendor performance reviews.
Ensure support tooling remains modern, effective, and aligned with business requirements.
Maintain effective asset management processes, inventory controls, and operational documentation.
Ensure support operations comply with corporate security policies, audit requirements, and regulatory obligations.
Support SOC2, ISO 27001, and internal control activities related to end-user computing and service delivery.
Partner with Security and Compliance teams to maintain operational controls and improve governance maturity.
Ensure accurate record keeping, system audits, and compliance reporting where required.

Benefits

Global Gratitude and Recharge Days
Flexible, paid time off policy
Employee wellness programs and counseling resources
Meaningful peer recognition and awards
Paid parental leave
Invention/patenting assistance
Community impact, paid volunteer time, and opportunities
Intercultural learning and celebration
Multiple tools through which to learn and grow, and an incredible global community
Hybrid working model
Paid time off
Twelve paid holidays
401(k) with employer match