User Support - Sr Manager

Senior Manager, User Support – Stamford, CT

At PMI U.S., we are building a modern nicotine business—focused on helping make a future without cigarettes a reality in America. As the U.S. businesses of Philip Morris International, we are investing in new products, science, and capabilities to provide the approximately 25 million legal‑age adults who still smoke with better alternatives.

Our approach is rooted in innovation, responsible marketing, and a growing U.S. footprint that spans manufacturing, technology, and commercial operations across the country.

That creates real opportunity. You’ll have the space to take ownership, develop new ideas, and contribute to work that is shaping our business and the category. We’re looking for people who are curious, collaborative, and motivated by progress—because the scale of what we’re building creates room to grow in different directions.

Our U.S. headquarters in Stamford, Connecticut, is at the center of it all—just steps from the Metro‑North station with direct access to New York City, and connected to a national network of teams driving impact across the country.

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.

• 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.

• 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.
• Leadership
  
  Experience:
  
  Strong experience leading IT support or infrastructure teams, including managing managers or distributed support teams in a complex business environment.
• User Support & Infrastructure Expertise:
  Deep understanding of end‑user support, IT systems administration, device and software lifecycle management, service performance, and operational support processes.
• Operational Excellence:
  Proven ability to oversee service delivery, resolve non‑routine operational issues, improve support processes, and respond effectively to service outages and technical challenges.
• Automation & Problem Solving:
  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.
• Business & Stakeholder Mindset:
  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…