Strategic Staffing Solutions
STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!
Global IT Support Manager
Location: Detroit, MI (On-site required)
Duration: 12+ Months
Role Type: W2 Contract Engagement
SUMMARY
We are seeking a seasoned Global IT Support Manager to lead and scale our worldwide IT support operations. This role is responsible for managing a distributed team of onshore and offshore support agents, ensuring seamless 24×7 support coverage through a follow-the-sun model. The ideal candidate will bring strong leadership, operational excellence, and a customer-first mindset to deliver high-quality technical support across time zones.
Key Responsibilities:
- Lead and manage a global IT support team across multiple regions, ensuring consistent and high-quality service delivery in a 24×7 follow-the-sun model.
- Define, implement, and enforce SLAs and KPIs to ensure timely resolution of incidents and service requests, while continuously improving support performance.
- Drive operational excellence by monitoring support queues, balancing workloads, and ensuring optimal coverage and responsiveness at all times.
- Identify and analyze support trends and recurring issues, escalating systemic problems to development or engineering teams for resolution.
- Develop and maintain comprehensive technical documentation and knowledge base articles to empower support agents and end users.
- Mentor and develop support staff, providing coaching, training, and performance feedback to foster a high-performing and engaged team.
- Monitor customer satisfaction metrics, including support surveys and feedback, and implement initiatives to enhance the customer experience.
- Champion ITIL best practices, ensuring standardized processes for incident, problem, and change management across the global support organization.
- Collaborate cross-functionally with engineering, product, and business teams to align support strategies with organizational goals.
Qualifications:
- 8+ years of experience in IT support or technical operations, with at least 3+ years in a leadership role managing global or distributed teams.
- Proven experience managing 24×7 global support operations in a follow-the-sun model.
- Strong knowledge of ITIL frameworks and experience implementing ITIL-based processes.
- Hands-on experience with ticketing and ITSM platforms such as ServiceNow, Zendesk, Jira Service Management, or similar.
- Familiarity with enterprise IT infrastructure, including networking, cloud services (AWS, Azure, or GCP), endpoint management, and identity/access management.
- Experience with monitoring and alerting tools, remote support platforms, and automation of support workflows.
- Strong analytical and problem-solving skills, with the ability to identify trends and drive root cause analysis.
- Excellent communication, leadership, and stakeholder management skills.
- Ability to work effectively across cultures, time zones, and organizational boundaries.
*Beware of scams. S3 never asks for money during its onboarding process
Job ID: JOB-242112
Publish Date: 19 Jun 2025