{"id":2776470,"url":"https://alion.io/job/ukg-mgr-it-support","title":"Mgr IT Support","company":{"id":1758293,"name":"UKG","domain":"ukg.com","url":"https://alion.io/company/ukg-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":29000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"IAM","optional":false},{"name":"Incident Management","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Tanium","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-30T03:54:53Z","employer_posted_date":null,"last_verified_at":"2026-09-30T03:54:53Z","board_verified":false,"closed_at":null,"days_open":17,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":17},"description":"Why UKG\n\nAt 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.\n\nWe 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.\n\nManager, IT Support\n\nRole Summary\n\nThe 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.\n\nKey Responsibilities\n\nLead and manage IT support operations across global service functions, including onsite operations, deskside support, remote support, chat, phone, and tech bar.\n\nOversee support for AV conference rooms, meeting spaces, collaboration technologies, and related onsite technical services.\n\nManage incident, request, problem, and escalation workflows to ensure timely resolution and service continuity.\n\nEnsure SLA, KPI, and reporting matrix targets are met across all support channels and operational queues.\n\nBuild and maintain dashboards, operational reports, and performance metrics using Power BI and other reporting tools.\n\nAnalyze trends, recurring issues, service gaps, and performance data to drive service improvements.\n\nLead and mentor a team of support analysts and technicians, promoting accountability, customer service excellence, and technical growth.\n\nServe as a ServiceNow subject matter expert for incident, request, workflow, and reporting processes.\n\nDrive process improvements in ticket handling, documentation, knowledge management, and service standardization.\n\nPartner with global IT operations, infrastructure, security, and application teams to support service delivery and issue resolution.\n\nSupport endpoint and device management operations across Windows and Mac environments.\n\nOversee administration and support for Intune, Tanium, and Jamf-based device management practices.\n\nSupport identity and access-related operational activities, including ITAM/IAM-adjacent processes as applicable to the support function.\n\nEnsure strong customer communication, clear expectation setting, and professional service delivery.\n\nMaintain operational readiness through standard procedures, knowledge articles, SOPs, and support runbooks.\n\nIdentify repeat issues and lead root-cause analysis and problem-resolution initiatives.\n\nSupport global operations by aligning local execution with enterprise standards, tools, and service goals.\n\nRequired Qualifications\n\nBachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.\n\n8+ years of IT support or IT operations experience, including leadership responsibility.\n\nStrong experience managing onsite support, deskside, remote support, and service desk operations.\n\nHands-on experience supporting Windows and Mac endpoints.\n\nWorking Knowledge Of\n\nMicrosoft Intune\n\nTanium\n\nJamf\n\nServiceNow\n\nPower BI\n\nAV conference room technologies\n\nEndpoint management practices\n\nStrong understanding of incident management, request fulfillment, SLA management, and escalation handling.\n\nExperience creating dashboards, KPI reporting, and operational scorecards.\n\nExcellent communication, customer service, and stakeholder management skills.\n\nExperience supporting distributed or global operations.\n\nPreferred Qualifications\n\nExperience leading global support teams in a matrixed environment.\n\nStrong ServiceNow administration and reporting expertise.\n\nExperience with ITAM, endpoint compliance, and device lifecycle management.\n\nExperience designing operational dashboards and executive reporting packs.\n\nITIL certification or equivalent service management knowledge\n\nExperience with knowledge management, process improvement, and standardization initiatives.\n\nFamiliarity with collaboration platforms and AV support in enterprise office environments.\n\nCore Competencies\n\nLeadership and team development\n\nCustomer service excellence\n\nIncident and escalation management\n\nGlobal operations mindset\n\nServiceNow expertise\n\nPower BI analytics and reporting\n\nKPI, SLA, and metrics management\n\nEndpoint management across Windows and Mac\n\nIntune, Tanium, and Jamf administration support\n\nAV and onsite support operations\n\nProcess improvement and operational discipline\n\nStrong communication and stakeholder engagement\n\nSuccess Measures\n\nSLA and KPI attainment across support operation\n\nImproved user satisfaction and service quality\n\nReduced incident backlog and repeat issues\n\nAccurate and timely dashboards and reporting\n\nStrong team performance and capability growth\n\nImproved endpoint and onsite support effectiveness\n\nBetter alignment across global IT operations\n\nCompany Overview\n\nUKG 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.\n\nUKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.\n\nDisability Accommodation in the Application and Interview Process\n\nFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email [HIDDEN TEXT]","description_format":"text","description_chars":6249,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Human Resources","HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-10-17T07:43:17Z"}],"visa":[],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":0.85,"p_active":0.749,"p_room":0.9,"age_days":17,"expected_fill_days":26,"reasons":["seen:17","win:mid"],"computed_at":"2026-10-17T19:09:10Z"},"pay":null,"html_url":"https://alion.io/job/ukg-mgr-it-support","json_url":"https://alion.io/job/ukg-mgr-it-support.json","meta":{"generated_at":"2026-10-17T19:09:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2308,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1758293},"rest":"https://alion.io/mcp/rest/get_company?id=1758293"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fukg-mgr-it-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fukg-mgr-it-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fukg-mgr-it-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ukg-mgr-it-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fukg-mgr-it-support"}]}