Manager, IT Support

About Nintex:   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 fosters 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.   About the role:   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.   Your contribution will be:  Global Team Leadership   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.   IT Support Leadership   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.   Service Delivery & Operations   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 provide reporting to IT leadership.   Develop scalable support processes and governance frameworks that support business growth.   Establish service catalogs, support standards, and operational metrics.   Drive continuous improvement initiatives using operational data and employee feedback.   End User Computing & Workplace Technology   Oversee the lifecycle management of corporate devices, endpoint services, and workplace technology platforms.   Manage and support ongoing end user licensing requests and allocation.   Ensure effective administration of Microsoft Intune, endpoint compliance, software deployment, and endpoint security controls.   Lead onboarding, transfer, and offboarding technology processes.   Drive endpoint standardization, lifecycle management, and hardware refresh programs.   Partner with Infrastructure and Security teams to deliver a secure and productive workplace technology experience.   Knowledge Management & Automation   Own the support knowledge management strategy and self-service experience.   Maintain and continuously improve the quality and effectiveness of support documentation and knowledge articles.   Improve support efficiency through automation, workflow optimization, and AI-enabled support capabilities.   Partner with technical teams to develop user education materials, support documentation, and operational standards.   Reduce manual effort through process simplification and technology enablement.   Incident, Problem & Change Management   Act as the senior escalation point for major end-user impac