Senior Manager, IT Technical Support

Ivanti • Salt Lake City, UT

17h

About The Position

Senior Manager, IT Technical Support At Ivanti, we empower our teams to deliver exceptional support experiences, ensuring the performance, security, and reliability of our global IT environments. If you are passionate about driving operational excellence, developing technical leaders, and optimizing IT operations, join us as we shape the future of digital workplace support. Why this role matters As Senior Manager of IT Technical Support, you will be the driving force behind Ivanti’s global end-user technology environment, spanning the US, EMEA, and India, managing a dynamic team of 18+ specialists. You will own and advance our technical support services through three core focus areas: Service Delivery Excellence : Oversee technical troubleshooting and support for complex systems, including data center, cloud infrastructure, Windows and Mac OS environments, and networking. Champion adherence to SLAs, proactively remediate misses, and lead initiatives to reduce MTTR (Mean Time to Resolve). Leadership, Growth & Development : Select, coach, and mentor engineers, technicians, and support specialists to build a high-performing, customer-obsessed team. Build a culture of ownership and continuous improvement by guiding technical and leadership development across the organization. Technical Innovation & Stakeholder Partnership : Establish strong communication with engineering, security, and product teams to resolve complex technical issues, drive upgrade adoption, and contribute to global installation and training programs. Harness the power of security/endpoint solutions, automation, and latest cloud advances (Azure, AWS) to elevate our business impact and resilience.

Requirements

• Demonstrable experience managing a global team (US, EMEA, India), with at least 18 direct/indirect reports in a matrixed, high-performance environment.
• 8+ years in IT technical support or service delivery, with significant experience leading desktop support, data center, and cloud operations.
• 5+ years' experience leading and developing teams across multiple countries and regions, with a strong commitment to inclusive and equitable management practices.
• Proven history of improving SLA metrics and reducing mean time to resolution in complex, mission-critical environments.
• Advanced knowledge of: Microsoft Entra and Windows Operating Systems Data Center and Cloud Computing (Azure and AWS) Mac OS administration Security and Endpoint Management Solutions
• Strong people manager and mentor, adept at developing IT professionals and future leaders.
• Expertise in troubleshooting, incident management, and driving root cause analysis for systemic improvement.
• Effective communicator and collaborator, skilled in stakeholder management and representing IT at cross-functional meetings.
• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).

Nice To Haves

• AI (Artificial Intelligence) automation skills or experience or related certifications and Azure certifications are highly valued.

Responsibilities

• Guide and inspire a globally distributed support team, ensuring alignment with company goals, core values, and customer expectations.
• Own the management and optimization of our IT Service Delivery, constantly monitoring SLA adherence, analyzing incidents, and driving measurable improvements in service quality and efficiency.
• Develop, lead, and evolve people-management strategies, supporting technical and leadership growth, succession planning, and performance management across regions.
• Deliver advanced technical troubleshooting across data center, cloud, desktop (Windows/Mac), and enterprise network environments—including endpoint security and management.
• Foster strong partnerships with engineering, security, and architecture teams, championing rapid resolution of escalated issues and collaborative solutioning for new technologies and releases.
• Empower the team through automation, documentation, and knowledge sharing; routinely assess and deploy improvements leveraging cloud (Azure, AWS), AI, and emerging technologies.
• Lead project and change management for upgrades, innovation adoption, and new service launches.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level