Job description

STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING! Global IT Support Manager Location: Detroit, MI (On-site required) Duration: 12+ Months Role Type: W2 Contract Engagement SUMMARY We are seeking a seasoned Global IT Support Manager to lead and scale our worldwide IT support operations. This role is responsible for managing a distributed team of onshore and offshore support agents, ensuring seamless 24x7 support coverage through a follow-the-sun model. The ideal candidate will bring strong leadership, operational excellence, and a customer-first mindset to deliver high-quality technical support across time zones. Key Responsibilities: • Lead and manage a global IT support team across multiple regions, ensuring consistent and high-quality service delivery in a 24x7 follow-the-sun model. • Define, implement, and enforce SLAs and KPIs to ensure timely resolution of incidents and service requests, while continuously improving support performance. • Drive operational excellence by monitoring support queues, balancing workloads, and ensuring optimal coverage and responsiveness at all times. • Identify and analyze support trends and recurring issues, escalating systemic problems to development or engineering teams for resolution. • Develop and maintain comprehensive technical documentation and knowledge base articles to empower support agents and end users. • Mentor and develop support staff, providing coaching, training, and performance feedback to foster a high-performing and engaged team. • Monitor customer satisfaction metrics, including support surveys and feedback, and implement initiatives to enhance the customer experience. • Champion ITIL best practices, ensuring standardized processes for incident, problem, and change management across the global support organization. • Collaborate cross-functionally with engineering, product, and business teams to align support strategies with organizational goals. Qualifications: • 8+ years of experience in IT support or technical operations, with at least 3+ years in a leadership role managing global or distributed teams. • Proven experience managing 24x7 global support operations in a follow-the-sun model. • Strong knowledge of ITIL frameworks and experience implementing ITIL-based processes. • Hands-on experience with ticketing and ITSM platforms such as ServiceNow, Zendesk, Jira Service Management, or similar. • Familiarity with enterprise IT infrastructure, including networking, cloud services (AWS, Azure, or Google Cloud Platform), endpoint management, and identity/access management. • Experience with monitoring and alerting tools, remote support platforms, and automation of support workflows. • Strong analytical and problem-solving skills, with the ability to identify trends and drive root cause analysis. • Excellent communication, leadership, and stakeholder management skills. • Ability to work effectively across cultures, time zones, and organizational boundaries. • Beware of scams. S3 never asks for money during its onboarding process

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