Senior IT Support Manager

We are looking for a Senior IT Support Manager who loves solving problems and is passionate about building a reliable, secure, and delightful end‑user technology experience. You will lead a global team of IT Support Managers spanning Atlanta, Las Vegas, Mexico City, and Sydney, aligning processes, tools, and service quality across regions. Working closely with IT Engineering, Network, Business Systems, HR, BI, and business leaders, you will raise the bar on IT service delivery, modern endpoint management, and support automation that powers AGS’s growth.

You have a proven track record helping companies scale internationally—standing up support operations, tooling, and processes across new regions (e.g., LATAM, APAC, ANZ) while maintaining global standards and local compliance.

• Exercise discretion and independent judgment with respect to matters of significance.
• Manage managers: coach, mentor, and performance‑manage IT Support Managers across four regions; set goals, run playbooks, and foster a “one team” culture.
• Run world‑class Service Desk & Desktop Support: standardize intake, triage, and escalation using Jira Service Management, enforce SLAs/SLOs, and publish service health metrics.
• Modern endpoint operations: lead imaging, patching, compliance, and software delivery with Intune, SCCM, and Entra ; drive secure configurations with MFA and Conditional Access.
• Cross‑platform support: ensure robust support for Windows and macOS environments, including device enrollment, patching, and security baselines.
• Security partnership: collaborate with Sec Ops on EDR/XDR alerting, phishing response, and incident runbooks; champion least‑privilege and device hardening.
• Asset & license stewardship: keep accurate inventories with Ivanti ITAM and related tooling; reconcile licenses, optimize spend, and support audits.
• Change & tool migrations: coordinate rollouts and transitions (e.g., collaboration tools, domain/email changes, file‑sharing standards) with minimal disruption.
• Vendor management & budget discipline: obtain quotes, manage renewals, and document ROI for core IT support tools and services.
• Communications & events: publish clear updates for facility notifications, Town Halls, maintenance windows, and executive briefings.
• Continuous improvement: identify bottlenecks, automate routine tasks (Power Shell, workflow automation), and drive “shift‑left” knowledge and self‑service.

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
• 8+ years of professional IT Support experience with 3+ years managing multi‑site/global support teams (managing managers strongly preferred).
• Hands‑on leadership with Microsoft 365, Intune, SCCM, Entra /Azure AD, Windows 10/11, macOS, and Jira Service Management (workflows, SLAs, automations, reporting).
• Expert in designing, operating, testing, and improving support processes; strong problem‑solving and root‑cause analysis skills.
• Security‑minded, with experience partnering on EDR/XDR, phishing/malware response, and secure remote access (e.g., Meraki, Global Protect).
• A passion to help your team members and to work with them for the greater good; excellent communication and stakeholder management.
• Be self‑motivated and proactive to get stuff done; comfortable with iteration and change to create and design great things.

• Experience with Ivanti ITAM, Beyond Trust Remote Support, Verkada, Exclaimer, Power Shell scripting, and Software Center; ITIL certification.
• Experience deploying AI‑driven self‑service tools (e.g., virtual agents, automated ticket triage, knowledge bots) to reduce ticket volume and improve user experience.

• Manages a global team with onsite and remote members in Las Vegas, Mexico City, and Sydney; occasional travel required.

All offers are contingent upon successful completion of a background check.

AGS is an equal opportunity employer.