Senior Manager, IT Support

Oura is redefining what it means to understand your body — and the IT support function that keeps every Oura employee working is a critical part of that mission. We are looking for a Senior Manager, IT Support to lead a globally distributed team across the US, Finland, UK, and beyond, driving our AI-native ITSM transformation and partnering with IT Platform Engineering on the JML automation and identity workflows that will reshape how IT support operates at Oura.

Responsibilities

Lead and develop a globally distributed IT support team across US, Finland, UK, and APAC, owning the full people management lifecycle: hiring, onboarding, performance management, career development, and succession planning; Drive Oura's AI-first modern ITSM transformation by leading the team through the ServiceNow-to-Atomicwork migration, deploying AI-native ticket deflection, and self-service workflows, and enabling AI coworker agents to handle routine requests autonomously so the team can focus on complex, high-value employee interactions and strategic program delivery; Own ITSM process design, governance, and SLA accountability across incident management, request fulfillment, change management, escalation frameworks, and executive-ready metrics reporting; build and enforce scalable processes, not just manage a queue; Partner closely with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and onboarding/offboarding workflows in a collaborative, engineering-adjacent role rather than a siloed Support function; Own outsourced support and vendor partner relationships, including milestone accountability, SLA governance, performance management, and device lifecycle continuity across global office locations; Drive cross-functional programs across IT, HR, Legal, Finance, Security, and business leadership by influencing without direct authority, building alignment, and delivering outcomes through strong relationships; Develop regional IT support teams in the US and Finland toward local informal domain ownership and escalation accountability — and drive continuous improvement through structured root cause analysis; Participate in on-call rotation escalations for critical IT support incidents and executive escalations.

Requirements

10+ years in enterprise IT support, service management, or helpdesk leadership in a high-growth, fast-paced technology company — with at least 3+ years at Senior Manager level managing globally distributed teams; Deep ITSM platform ownership — ServiceNow, Atomicwork, Console, JSM, or equivalent; operational ownership of the platform, SLA configuration, and workflow design; Proven ITSM process delivery and continuous improvement discipline — built and governed incident management, request fulfillment, change management, and SLA frameworks from the ground up; applies root cause analysis systematically to turn recurring incidents into eliminated problems; Strong people developer and cross-functional leader — actively grows ICs into informal regional leads; influences without authority across HR, Legal, Security, Finance, and business leadership; deliberate and structured in coaching, not "let them grow naturally"; Experience managing globally distributed IT support teams across US and European timezones — genuinely operating across US East, EU, and UK as the primary management model, not just occasional international collaboration; Familiarity with Okta or a modern enterprise IAM platform — sufficient to partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and identity lifecycle workflows without needing a technical intermediary; Exceptional communicator — written, verbal, and executive-ready; equally sharp running a team standup with Helsinki, presenting SLA trends to the VP of Technology, and working async across timezones with Jira and Confluence as everyday tools; East Coastbased — remote role with ~25% travel to SF, EU, and UK; open to NY/NJ/CT/PA/MA; comfortable with international travel and a US East timezone anchor; Not considering candidates residing in Alaska, Delaware, Iowa, Mississippi, Nebraska, South Dakota, Vermont, West Virginia, or Wisconsin; Available for regular meetings between 7 AM and 9 AM Eastern Standard Time and 5 PM and 7 PM Eastern Standard Time, and open to occasional meetings even earlier.

Nice to have

Experience delivering an AI-native or Slack-first ITSM model; Ability to seamlessly work across EET, EST, and PST time zones

Benefits

Competitive salary; Health, dental, vision insurance, and mental health resources; An Oura Ring of your own during your tenure; 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off *prorated; Paid sick leave