Mgr IT Support

Why UKG

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

Manager, IT Support

Role Summary

The Manager, IT Support is responsible for handling global IT support operations across onsite support, deskside services, remote support, AV conference room support, tech bar services, and service desk channels. This role ensures high-quality end-user support, strong incident and request management, effective escalation handling, and continuous improvement across people, process, and technology. The position requires a strong blend of operational leadership, technical depth, service management expertise, and analytics-driven reporting.

Key Responsibilities

Lead and manage IT support operations across global service functions, including onsite operations, deskside support, remote support, chat, phone, and tech bar.

Oversee support for AV conference rooms, meeting spaces, collaboration technologies, and related onsite technical services.

Manage incident, request, problem, and escalation workflows to ensure timely resolution and service continuity.

Ensure SLA, KPI, and reporting matrix targets are met across all support channels and operational queues.

Build and maintain dashboards, operational reports, and performance metrics using Power BI and other reporting tools.

Analyze trends, recurring issues, service gaps, and performance data to drive service improvements.

Lead and mentor a team of support analysts and technicians, promoting accountability, customer service excellence, and technical growth.

Serve as a ServiceNow subject matter expert for incident, request, workflow, and reporting processes.

Drive process improvements in ticket handling, documentation, knowledge management, and service standardization.

Partner with global IT operations, infrastructure, security, and application teams to support service delivery and issue resolution.

Support endpoint and device management operations across Windows and Mac environments.

Oversee administration and support for Intune, Tanium, and Jamf-based device management practices.

Support identity and access-related operational activities, including ITAM/IAM-adjacent processes as applicable to the support function.

Ensure strong customer communication, clear expectation setting, and professional service delivery.

Maintain operational readiness through standard procedures, knowledge articles, SOPs, and support runbooks.

Identify repeat issues and lead root-cause analysis and problem-resolution initiatives.

Support global operations by aligning local execution with enterprise standards, tools, and service goals.

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.

8+ years of IT support or IT operations experience, including leadership responsibility.

Strong experience managing onsite support, deskside, remote support, and service desk operations.

Hands-on experience supporting Windows and Mac endpoints.

Working Knowledge Of

Microsoft Intune

Tanium

Jamf

ServiceNow

Power BI

AV conference room technologies

Endpoint management practices

Strong understanding of incident management, request fulfillment, SLA management, and escalation handling.

Experience creating dashboards, KPI reporting, and operational scorecards.

Excellent communication, customer service, and stakeholder management skills.

Experience supporting distributed or global operations.

Preferred Qualifications

Experience leading global support teams in a matrixed environment.

Strong ServiceNow administration and reporting expertise.

Experience with ITAM, endpoint compliance, and device lifecycle management.

Experience designing operational dashboards and executive reporting packs.

ITIL certification or equivalent service management knowledge

Experience with knowledge management, process improvement, and standardization initiatives.

Familiarity with collaboration platforms and AV support in enterprise office environments.

Core Competencies

Leadership and team development

Customer service excellence

Incident and escalation management

Global operations mindset

ServiceNow expertise

Power BI analytics and reporting

KPI, SLA, and metrics management

Endpoint management across Windows and Mac

Intune, Tanium, and Jamf administration support

AV and onsite support operations

Process improvement and operational discipline

Strong communication and stakeholder engagement

Success Measures

SLA and KPI attainment across support operation

Improved user satisfaction and service quality

Reduced incident backlog and repeat issues

Accurate and timely dashboards and reporting

Strong team performance and capability growth

Improved endpoint and onsite support effectiveness

Better alignment across global IT operations

Company Overview

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [HIDDEN TEXT]