1 of 1 Remote Permanent Service Support Manager Jobs

and the US, with clearly defined Tier 0-3 roles and expectations Design and implement scalable support processes, SOPs, and knowledge documentation Lead the development of self-service IT capabilities (e.g., virtual agents, dynamic knowledge base) to reduce ticket volume and empower employees Ensure the support model aligns with automation-first and employee experience principles … Operational Excellence & Continuous Improvement Define and track KPIs and SLAs tied to service quality, responsiveness, and efficiency Conduct regular performance reviews, trend analyses, and root cause investigations Drive improvements in employee satisfaction, time-to-resolution, and support scalability Lead compliance-aligned support practices, including audits, access governance, and lifecycle reporting ITSM Program Collaborate with Digital … optimize workflows for intake, triage, escalation, and fulfillment Ensure integration of IAM workflows (e.g., onboarding, offboarding, access provisioning) into the ITSM environment AI & Automation-First Champion automation of repeatable service tasks to enable low-touch fulfillment and reduce manual effort Partner on the design and orchestration of self-service and AI-enabled tools using platforms like Workato, Okta More ❯