User Support - Sr Manager

Philip Morris International•Stamford, CT

14h•Hybrid

About The Position

As PMI continues to transform its U.S. business, reliable and user-centric IT support is critical to productivity, employee experience, and business continuity. We are looking for a strong people leader to serve as the senior User Support lead for the U.S., ensuring high-quality end-user services, driving operational excellence, and translating business needs into practical technology support solutions.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred.
Strong experience in IT support, infrastructure operations, or end-user services, ideally in a global or matrixed organization.
Strong experience leading IT support or infrastructure teams, including managing managers or distributed support teams in a complex business environment.
Deep understanding of end-user support, IT systems administration, device and software lifecycle management, service performance, and operational support processes.
Proven ability to oversee service delivery, resolve non-routine operational issues, improve support processes, and respond effectively to service outages and technical challenges.
Experience using scripting or automation to improve routine support activities, with strong analytical and problem-solving skills to address moderately complex technical and service issues.
Ability to communicate clearly with technical and business stakeholders, promote cooperation across functions, and translate support operations into business value and user impact.
Legally authorized to work in the U.S.

Responsibilities

Lead the U.S. User Support function, ensuring stable, secure, and responsive end-user services across devices, workplace technology, and local IT support operations.
Act as the key IT partner for U.S. business stakeholders, translating user and business needs into support priorities, service improvements, and practical solutions.
Oversee day-to-day support delivery, incident response, service performance, and escalation management to meet end-user needs and operational expectations.
Drive continuous improvement in support processes, automation, and standardization to improve service quality, efficiency, and user satisfaction.
Lead installation, configuration, upgrade, and maintenance activities for end-user computing environments, ensuring performance, availability, and security within operational guidelines.
Plan for and respond to service outages and technical issues, coordinating across internal teams and external partners to restore service quickly and minimize business disruption.
Manage and develop team members and frontline leaders, creating a culture of accountability, collaboration, customer focus, and operational excellence.
Partner with global infrastructure and enterprise technology teams to align U.S. support operations with enterprise standards while addressing local business requirements.