About Nintex: 

At Nintex, we are transforming the way people work, everywhere.  

As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people’s curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go. 

About the Role:

As the Manager, IT Support, you will be responsible for managing a team of global IT Support staff, ensuring the delivery of high-quality technical support services to employees worldwide. You will also be responsible for implementing and maintaining IT Support policies, procedures, and standards, ensuring compliance with company security and data protection policies. 

Your contribution will be:

• Lead and manage the IT Support team, providing direction and guidance on technical issues, prioritizing workloads, and ensuring the team delivers excellent customer service to all employees. 
• Develop, implement, and maintain IT Support policies, procedures, and standards, with the goal of providing a consistently great support experience globally. 
• Partner with IT leadership to ensure the IT Support team is aligned with the overall IT strategy and goals of the company. 
• Develop and maintain relationships with key stakeholders across the business, maintaining responsibility for all IT Support-related issues. 
• Work with team members to create skills development plans that support individual career progression. 
• Monitor and report on team performance metrics, using data to drive continuous improvement in the team's performance. 
• Ensure compliance with company security and data protection policies, ensuring all IT Support activities are performed in accordance with company policy. 
• Develop and manage the IT Support budget, ensuring resources are allocated appropriately to support the needs of the business. 
• Manage relationships and contracts with third-party vendors, ensuring the delivery of high-quality services and support.
• Successful implementation of new IT systems, procedures, and policy changes. 
• Continued improvement on IT Support team metrics including time to close and first-time response.  
• Help maintain IT compliance with Nintex security and privacy certifications and requirements. 
• Continue to improve the security posture of our systems and endpoints through increased usage of our security stack. 
• Maintain or improve quarterly IT Support CSAT score. 
• Implement continued automation of IT Support processes, decreasing time required to complete existing processes. 
• Ensure knowledge base articles are kept accurate and updated. 

To be successful we think you need:

• At least 7 years of experience in IT Support, with a minimum of 2 years in a management role. 
• Strong knowledge of IT Support policies, procedures, and standards. 
• Demonstrated experience managing a team of remote IT Support staff, with excellent leadership and people management skills. 
• Strong problem-solving skills, with the ability to think creatively and strategically. 
• Excellent communication skills, both verbal and written. 
• Ability to communicate complex technical concepts to non-technical stakeholders. 
• Experience leading and executing complex technical projects. 
• Knowledge of IT security and data protection policies. 
• Excellent organizational and time management skills. 
• Experience managing budgets and working with third-party vendors. 
• Willingness to travel internationally as required. 

What’s in it for you? 

Our people work in the way that best suits them and their teams - whether at home, in an office, or another place that sparks creativity, focus, and collaboration. Our work environment is such that our people can successfully deliver their work while adequately supporting their lifestyle and preferences. 

While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including 

• Global Gratitude and Recharge Days
• Flexible, paid time off policy
• Employee wellness programs and counseling resources
• Meaningful peer recognition and awards
• Paid parental leave
• Invention/patenting assistance
• Community impact, paid volunteer time, and opportunities
• Intercultural learning and celebration
• Multiple tools through which to learn and grow, and an incredible global community 

View more about our benefits here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.  

Nintex participates in E-Verify for work authorization.  We are an Equal Employment Opportunity Organization.