Regional IT Support Manager, US
About The Position
Simon-Kucher is seeking a Regional IT Support Manager to join our Global IT Support team. The Manager IT Support, US is a key member of the Global IT Support Group within the global IT organization and reports directly to the Director, Global IT Support. This role leads the U.S. regional support team, contributing to the global incident management function and ensuring consistent service delivery across all Americas offices. The position collaborates closely with other IT teams – including IT Operations, IT Office Integration, IT Security and Compliance, and the CTO Office – to align activities with global standards, tools, and procedures. Acting as a critical link between regional operations and global IT strategy, the role ensures compliance, fosters integration, and drives effective cross-regional collaboration.
Requirements
- Experience working in global corporate environments with distributed teams.
- Strong background in ITIL-based service management frameworks.
- Proven collaboration with global IT teams and cross-functional stakeholders.
- Experience partnering with HR, Finance, and senior leadership.
- Ability to navigate structured reporting environments.
- Master’s degree in IT, Computer Science, Engineering, Business Administration, or related field.
- 8+ years of experience in IT support or end-user services.
- Minimum 4 years in leadership or managerial roles.
- Experience managing multi-location support teams.
- Strong expertise in ITIL principles (ITIL certification preferred).
- Hands-on experience with modern endpoint management tools.
- Strong leadership and people development skills.
- Excellent stakeholder management and communication abilities.
- Analytical, resilient, and proactive mindset.
- Ability to balance flexibility with adherence to global standards.
- High integrity, ownership, and accountability.
Responsibilities
- Managing Regional IT Support Operations
- Lead and manage daily IT support operations across the Americas (USA, Canada, Mexico, Chile).
- Serve as the primary regional escalation point and coordinate with global IT support teams.
- Monitor service quality, ticket queues, and KPIs to identify trends and drive improvements.
- Ensure adherence to operational procedures, documentation, and communication standards.
- Develop reporting standards in collaboration with Global IT Support leadership.
- People Leadership & Development
- Manage and develop a distributed team of six IT Support Specialists across multiple U.S. locations.
- Set clear goals, provide regular feedback, and conduct structured performance reviews.
- Identify skill gaps and implement development plans.
- Oversee staffing, workload distribution, and service coverage planning.
- Promote adherence to global IT standards and best practices.
- Stakeholder Management & Continuous Improvement
- Build strong relationships with senior leaders, HR, Finance, partners, and office leaders.
- Communicate service levels, incidents, and upcoming changes transparently.
- Balance local business needs with governance and global IT standards.
- Collect stakeholder feedback and drive service enhancements.
- Collaborate with global IT teams to improve tools, processes, and service quality.
Benefits
- paid time off
- 13 paid holidays
- medical/dental/vision insurance
- basic life insurance
- 401(k)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
