Manager, IT Support

At Nintex, we are transforming the way people work, everywhere.

As the global standard for process intelligence and automation, we’re trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people’s curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture foster innovation and problem-solving, fueled by curiosity and a commitment to thinking big.

Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go.

The IT Support Manager is responsible for leading Nintex’s global IT Support function and delivering a reliable, secure, and high-quality technology experience for employees worldwide. This role oversees service desk operations, end-user computing, endpoint management, knowledge management, and support service delivery across all regions.

The IT Support Manager combines operational leadership, technical expertise, and continuous improvement practices to ensure support services meet business expectations and defined service levels. This leader is responsible for developing and mentoring support personnel, driving operational excellence, improving employee experience, and implementing scalable processes, automation, and self-service capabilities.

The IT Support Manager leads a globally distributed support organization operating across multiple regions and time zones. This role is responsible for building, developing, and managing a follow-the-sun support model that delivers consistent service levels, operational coverage, and employee support worldwide. The manager ensures alignment of processes, service standards, performance expectations, and employee experience across all support locations while fostering a collaborative “one team” culture.

Working closely with Infrastructure, Security, Business Applications, People & Culture, and executive stakeholders, the IT Support Manager plays a critical role in enabling employee productivity and supporting Nintex’s global growth initiatives.

• Lead and develop a globally distributed IT Support organization spanning multiple regions and time zones.
• Manage a follow-the-sun support model that provides consistent global coverage and service delivery.
• Support and create standardized operating procedures, escalation paths, and service standards across all support locations.
• Manage and build a highly engaged and collaborative team culture across geographically dispersed resources.
• Develop future leaders through coaching, mentoring, succession planning, and career development initiatives.
• Ensure consistent performance expectations, support quality, and employee experience globally.
• Partner with regional business leaders to balance local needs with global standards.
• Drive workforce planning, capacity management, and organizational scaling to support company growth.
• Lead and develop the global IT Support team to deliver exceptional service and employee experience.
• Establish operational priorities, team objectives, and performance expectations.
• Manage staffing, workload distribution, regional coverage, and escalation processes.
• Foster a culture of accountability, continuous improvement, and customer service excellence.
• Act as the senior escalation point for critical employee-impacting issues.

• Own support service delivery, ensuring achievement of service level objectives and operational KPIs.
• Monitor and improve response times, resolution times, customer satisfaction, and support effectiveness.
• Conduct regular operational reviews and…