Remote IT Service Manager

Lead Global IT Service Excellence, Anywhere

Ever wondered what it feels like to be the person who transforms digital chaos into smooth, frictionless support? In this fully remote IT Service Manager role, you’ll architect, refine, and elevate the way global teams experience technology every day. Here, you’ll shape onboarding workflows that reduce friction for our clients, streamline processes for technical support, and ensure that each service request is a step closer to operational brilliance. We’re seeking someone with a proactive mindset—a leader who not only solves problems but also anticipates them and builds systems that scale.

Your Daily Impact

Every interaction you have echoes across departments and continents. You’ll design IT support models that empower teams, guide technical experts, and bring measurable improvements to business outcomes. With every ticket you resolve or process, you optimize, you’re not just reacting—you’re building a foundation for productivity that our entire company depends on. Collaboration here isn’t just a buzzword. You’ll partner with engineering, product, and customer success to unify solutions, improve response time, and deliver seamless IT experiences that make a tangible difference to 20,000+ users worldwide.

Key Responsibilities

Shaping World-Class IT Services

• Orchestrate the end-to-end service delivery lifecycle, from user onboarding to decommissioning, while ensuring every process feels personalized and efficient.
• Implement scalable incident management and service request systems that set industry standards for response and resolution times.
• Analyze patterns in support requests to identify opportunities for automation, process optimization, and proactive user education.
• Develop and enforce IT policies and best practices that strike the ideal balance between robust digital safeguards and genuine user freedom, empowering teams to innovate confidently without compromising protection.

Building and Leading Distributed Teams

• Coach, mentor, and inspire a remote team of IT specialists, ensuring every member grows both professionally and personally.
• Lead regular virtual stand-ups, sprint reviews, and knowledge-sharing sessions, fostering a connected, collaborative culture no matter the time zone.
• Provide constructive feedback that turns challenges into learning moments and sparks innovation within your team.

Driving Service Innovation and Continuous Improvement

• Monitor KPIs, user satisfaction scores, and ticket analytics to guide data-driven decisions that enhance service delivery.
• Identify gaps in our remote collaboration tools or service infrastructure and drive the adoption of cutting-edge technologies where they’ll have the most significant impact.
• Partner with cybersecurity to protect our digital assets, ensuring every device, connection, and application meets or exceeds compliance standards.

The Tools and Tech That Power Our Team

You’ll spend your days in a best-in-class IT ecosystem. Think ServiceNow for managing requests, Jira for sprint and backlog coordination, Slack and Zoom for cross-team communication, and Notion for living documentation. We automate repeatable processes using PowerShell and Python scripts, while leveraging remote monitoring tools to maintain a healthy and secure digital environment. If you’ve got experience modernizing IT support stacks—or a vision for integrating new ones—your contributions here will be both recognized and celebrated.

Who Thrives Here?

You bring clarity where others see confusion. When complex technical issues emerge, you break them down into clear, actionable steps that anyone—whether they’re a software engineer or an executive—can understand. Your communication isn’t just about words; it’s about building trust across the business. Maybe you’ve guided an IT helpdesk team through a rapid cloud migration or launched service improvement projects that measurably increased user satisfaction scores. You simplify complex ideas—whether it’s over Zoom, Slack, or in written documentation.

Required Skills & Experience

• 5+ years in IT service management, with remote team leadership experience preferred
• Mastery of remote collaboration tools, incident management platforms, and ITSM best practices
• Demonstrated success optimizing IT processes, driving continuous improvement, and managing service KPIs
• Experience managing enterprise SaaS environments, cloud migrations, and multi-device support
• Strong analytical skills with a knack for translating user needs into scalable technical solutions
• A passion for guiding, mentoring, and motivating distributed technical teams

Work Environment & Growth

We move quickly, but you’ll always have space to focus intensely on building the right solutions. Our culture values curiosity, autonomy, and the relentless pursuit of improvement. You’ll have the opportunity to attend global IT leadership summits, contribute to major transformation projects, and chart your growth path within a company that genuinely invests in its people. Your salary—$107,000 annually—reflects our commitment to rewarding top talent and fostering an environment that enables you to thrive.

Ready to Drive Change from Anywhere?

If you want to make an impact from day one—and help redefine what world-class IT service looks like in the remote era—we’re ready to meet you. Bring your vision, your expertise, and your passion for service excellence. Let’s build something purposeful together.