IT Support Manager

Company Description

At Sana Commerce, we’re committed to creating an inclusive environment because we know our diverse workforce is one of our greatest strengths.

What started in 2007 with a pizza and a plan has grown into a fast-moving SaaS company that helps manufacturers, distributors, and wholesalers thrive in B2B commerce complexity.

Our mission? To transform the way businesses buy and sell, so they can grow, build stronger relationships, and make the most of digital commerce. Join us and take ownership of your career in a dynamic, fast-moving environment.

We are looking for an IT Support Manager to lead our global IT support team spread across multiple international locations. This role demands a strong end-user focused leader who can work hands-on, act as an escalation point, and drive continuous improvement across internal IT operations. If you're a people-focused leader with solid operational and technical expertise and can manage teams across time zones while pushing for process improvements — this is the role for you. 

What You'Ll Get:

• The opportunity to make an impact at a fast-growing SaaS scale-up;
• A global and customized onboarding program (9,1/10 rated by previous hires);
• A hybrid working model – 3 days from the office, 2 days from home. 

Job Description

What You’Ll Be Doing:

• Lead a distributed global support team across various countries and time zones.
• Cultivate a user-centric support culture that prioritizes exceptional service delivery and proactive problem resolution.
• Provide operational support during critical incidents or escalations to ensure minimal downtime
• Improve internal IT operations by identifying inefficiencies and driving process enhancements.
• Ensure service quality and performance, tracking KPIs like SLA compliance, ticket resolution times, and customer satisfaction.
• Maintain updated support documentation, knowledge bases, and SOPs.
• Manage and enhance incident response procedures, including post-mortem reviews.
• Work closely together with the team and support their ongoing development. • Develop and maintain strong relationships with key stakeholders across all business units to better understand their IT needs and challenges.

Qualifications

What You’Ll Bring:

• 5+ years in IT support or IT operations roles, with at least 2 years in a leadership/managerial role.
• Preferred hands-on technical experience with Microsoft 365 administration, Intune, and basic IT security practices.
• Working knowledge of IT compliance standards and frameworks, including ISO 27001.
• Proven ability to drive process improvements and implement automation across support operations.
• Experience managing remote or geographically dispersed teams.
• Deep understanding of ITSM frameworks (ITIL Foundation preferred).
• Strong problem-solving, incident management, and communication skills.
• Demonstrated commitment to exceptional end user experience with a track record of implementing successful user satisfaction initiatives.
• Knowledge of license management and optimization for cloud-based services.

Who We Are:

So, what does it mean to be a part of the Sana Commerce team?

At Sana Commerce, our values guide how we work, collaborate, and drive success.

• Champions of Our League. "We deliver lasting success, balancing quick wins and long-term value." We take pride in our unique product and extensive B2B knowledge and continuously strive to improve. No matter our role, we bring value every day, helping our customers and partners succeed.
• Supercharge Our Customers. "We’re revolutionizing B2B commerce together, helping our customers to lead and succeed." Our customers are at the heart of everything we do. We go beyond solutions, providing the tools and support they need to grow.
• Determined to Grow. "We embrace challenges, growing and raising the bar for ourselves and our industry." We take on challenges, seek feedback, and keep learning. Every setback is a chance to improve and move forward.
• Bold Together. "We dare to be bold because we have each other’s back." We collaborate across teams and time zones, challenge the status quo, and support each other to achieve the best outcomes.

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, please explain your motivation for the role of IT Support Manager in a cover letter, we strongly encourage you to apply if you still feel like you are a great match for this role. Apply now!

Additional Information

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