Senior Manager, Global IT Support

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries.

Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.

For more information, visit www.jaggaer.com

We are seeking an experienced and hands-on Senior Manager, Global IT Support to lead and evolve JAGGAER's IT support operations across a globally distributed workforce. This role is responsible for managing a multi-country team delivering Level 1 and Level 2 end-user support across offices in the US, UK, Spain, Austria, France, Italy, Dubai, Serbia, and India — ensuring consistent, secure, and high-quality service delivery at every location.

As a key operational leader within the Global IT organization, you will own day-to-day support execution, drive service quality and compliance standards, and partner cross-functionally with Infrastructure, Security, Enterprise Applications, and HR to deliver an exceptional employee technology experience. You will bring technical depth, strong people management skills, and a continuous improvement mindset to a role that directly impacts how 1,300+ employees work every day.

Travel Requirement: Approximately 20% international travel.

Global IT Support Operations
• Lead a globally distributed IT support team across Level 1 and Level 2 functions, spanning 9 countries and multiple time zones.
• Ensure consistent, secure, and high-quality service delivery across all JAGGAER office locations.
• Define, monitor, and report on SLAs, KPIs, and operational metrics; drive root cause analysis and corrective actions for recurring incidents.
• Manage support coverage models including regional and follow-the-sun operations.
• Develop and execute a continuous improvement roadmap for IT support services and tooling.

End-User Computing & Workplace Technology
• Oversee endpoint device support across Microsoft, Linux, and Mac environments.
• Manage notebook setups, hardware procurement, in-office infrastructure, and application support.
• Drive adoption of collaboration and productivity tools; promote self-service and automation where feasible.
• Champion a customer-centric approach to the employee technology experience.

Security, Identity & Compliance
• Administer and maintain AD/Azure (Microsoft Entra ID) and Microsoft 365 environments.
• Manage and enforce endpoint security tools including Zscaler, Tanium, JAMF, and CrowdStrike.
• Ensure device compliance, patch management, and operational security standards are met globally.
• Partner with Information Security to address vulnerabilities and support audit and compliance requirements.

Network & Infrastructure Support
• Oversee network setups, hardware and VM configurations, and office-level IT infrastructure.
• Collaborate with Infrastructure and Cloud teams on system upgrades, migrations, and transformation initiatives.
• Support disaster recovery and business continuity activities at the office and endpoint level.

People Leadership & Team Development
• Set clear performance objectives, development plans, and accountability measures for all direct reports.
• Build and maintain a high-performing, customer-focused support team across geographies.
• Drive workforce planning, succession planning, talent development, and employee engagement.
• Foster a culture of collaboration, ownership, and continuous learning.

Vendor & Asset Management
• Manage relationships with technology vendors including hardware suppliers, software providers, and managed service partners.
• Oversee the full lifecycle of IT assets from procurement through retirement; maintain accurate global inventory.
• Optimize refresh cycles, asset utilization, and software licensing compliance.

Stakeholder Engagement & Reporting
• Serve as the IT support point of contact for business leaders across all regions.
• Report regularly on service performance, operational risks, and improvement initiatives to IT leadership.
• Partner with HR to support employee onboarding, offboarding, and mobility processes.

SUCCESS IN THIS ROLE WILL BE MEASURED BY
• Achievement of global SLA and KPI targets across all support locations
• Improvement in employee satisfaction and end-user experience scores
• Reduction in recurring incidents and ticket backlog
• Security and compliance posture across endpoints and identity management
• Team engagement, retention, and professional development outcomes
• Effective vendor management and cost-efficient asset lifecycle practices

Must Have
• Bachelor's degree in Information Technology, Computer Science, or a related field — or equivalent professional experience.
• Minimum 8 years of progressive IT experience, including hands-on technical and people management roles.
• Minimum 3 years managing distributed IT support teams across multiple countries or regions.
• Proven experience in AD/Azure (Microsoft Entra ID) and Microsoft 365 administration.
• Hands-on experience with endpoint security tools: Zscaler, Tanium, JAMF, and/or CrowdStrike.
• Strong working knowledge of hardware and VM configuration, network setup, and endpoint device management.
• Demonstrated ability to manage multi-vendor relationships and hardware procurement processes.
• Excellent communication and stakeholder management skills; fluent English (written and verbal).

Nice to Have
• ITIL v3/v4 Foundation certification or equivalent service management experience.
• Microsoft Azure Administrator or Microsoft 365 certifications.
• Experience with ITSM platforms such as Jira Service Management or ServiceNow.
• Exposure to SaaS-based, cloud-first enterprise environments.
• Additional European language skills (Spanish, French, German, Serbian) advantageous.

Technical Skills
• AD/Azure (Microsoft Entra ID) | Microsoft 365 Administration
• Endpoint Security: Zscaler, Tanium, JAMF, CrowdStrike
• Hardware & VM Configuration | Network Setup & Office Infrastructure
• Notebook Setup & Support: Microsoft, Linux, Mac
• ITSM Platforms: Jira Service Management, ServiceNow
• IT Asset Lifecycle Management | Hardware Procurement

What We Offer

• A positive and enjoyable working environment within a young, motivated, and collaborative team. 
• Competitive salary and clear career development opportunities. 
• Short communication channels and genuine room for creativity and initiative. 
• An international, professional environment with exciting challenges and growth opportunities. 
• An open-minded and dynamic corporate culture with access to training and development. 
• Private health insurance, FitPass, summer and winter parties, employee vouchers, New Year gifts, flexible working hours, and a wide range of work-life balance benefits.

Our Values

At JAGGAER, our business is about people. Our products are built on intellectual property, but the real differentiator is the teams behind them — the way we collaborate, innovate, solve problems, and deliver for customers. TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies.

Transparency – Openness Builds Trust

Candor strengthens relationships, speeds decision-making, and ensures problems are solved together—with customers, teammates, and partners.

Entrepreneurial Spirit – Own It, Drive It, Make It

A customer-focused, problem-solving mindset is at the cornerstone of both organizational and personal growth.

Accountability – Thumbs In, Not Fingers Out

We take responsibility ourselves before pointing elsewhere.

Metrics-Driven Results – Outcomes Over Activities

Data and evidence guide our decisions, help us correct course quickly, and ensure we are delivering meaningful impact.

#LI-DT1