Regional IT Support Manager, US
master-TMSTo support the teams working on our exciting projects, we are looking for
Simon-Kucher is seeking a Regional IT Support Manager to join our Global IT Support team.
The Manager IT Support, US is a key member of the Global IT Support Group within the global IT organization and reports directly to the Director, Global IT Support. This role leads the U.S. regional support team, contributing to the global incident management function and ensuring consistent service delivery across all Americas offices. The position collaborates closely with other IT teams – including IT Operations, IT Office Integration, IT Security and Compliance, and the CTO Office – to align activities with global standards, tools, and procedures. Acting as a critical link between regional operations and global IT strategy, the role ensures compliance, fosters integration, and drives effective cross-regional collaboration.
- Become part of a unique entrepreneurial team. Think independently, use your initiative, and take some risks. Entrepreneurship is a powerful force that drives the growth not only of our firm but also of our clients and people.
- Unlock the power of opportunity. Advance your career in a thriving company with a startup feel. We invest in your professional development every step of the way.
- Prioritize your health and well-being. No matter where you live, we offer a competitive suite of health benefits to help keep you and your loved ones safe.
- Invest in your future. All US and Canadian employees enjoy 401(k) & RRSP benefits with company matching.
- Work in a values-driven culture. At Simon-Kucher, our vision is to become the world's leading growth specialist. Our values guide the way we do business and communicate our distinctiveness. They sum up what we stand for, influence our culture, and drive how and why we do things.
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Managing Regional IT Support Operations
- Lead and manage daily IT support operations across the Americas (USA, Canada, Mexico, Chile).
- Serve as the primary regional escalation point and coordinate with global IT support teams.
- Monitor service quality, ticket queues, and KPIs to identify trends and drive improvements.
- Ensure adherence to operational procedures, documentation, and communication standards.
- Develop reporting standards in collaboration with Global IT Support leadership.
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People Leadership & Development
- Manage and develop a distributed team of six IT Support Specialists across multiple U.S. locations.
- Set clear goals, provide regular feedback, and conduct structured performance reviews.
- Identify skill gaps and implement development plans.
- Oversee staffing, workload distribution, and service coverage planning.
- Promote adherence to global IT standards and best practices.
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Stakeholder Management & Continuous Improvement
- Build strong relationships with senior leaders, HR, Finance, partners, and office leaders.
- Communicate service levels, incidents, and upcoming changes transparently.
- Balance local business needs with governance and global IT standards.
- Collect stakeholder feedback and drive service enhancements.
- Collaborate with global IT teams to improve tools, processes, and service quality.
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Organization Background
- Experience working in global corporate environments with distributed teams.
- Strong background in ITIL-based service management frameworks.
- Proven collaboration with global IT teams and cross-functional stakeholders.
- Experience partnering with HR, Finance, and senior leadership.
- Ability to navigate structured reporting environments.
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Education & Experience
- Master’s degree in IT, Computer Science, Engineering, Business Administration, or related field.
- 8+ years of experience in IT support or end-user services.
- Minimum 4 years in leadership or managerial roles.
- Experience managing multi-location support teams.
- Strong expertise in ITIL principles (ITIL certification preferred).
- Hands-on experience with modern endpoint management tools.
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Personal Skills
- Strong leadership and people development skills.
- Excellent stakeholder management and communication abilities.
- Analytical, resilient, and proactive mindset.
- Ability to balance flexibility with adherence to global standards.
- High integrity, ownership, and accountability.
The pay range for this position in Boston is $140,000–$160,000/year. Compensation may vary depending on experience, skills, geographic location, and business needs. Benefits include paid time off, 13 paid holidays, medical/dental/vision insurance, basic life insurance, and 401(k).
Simon-Kucher
is a global consultancy with more than 2,000 employees in 30+ countries. Our sole focus is on unlocking better growth that drives measurable revenue and profit for our clients. We achieve this by optimizing every lever of their commercial strategy – product, price, innovation, marketing, and sales – based on deep insights into what customers want and value. With 40 years of experience in monetization topics of all kinds, we are regarded as the world’s leading pricing and growth specialist.
Simon-Kucher is an Equal Employment Opportunity (“EEO”) employer. Our employment decisions are made without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran or military status, or any other legally protected status.
We believe in building a culture that embraces belonging, creating an environment in which our people feel valued, are able to be themselves and feel their contribution matters. If we get that right, great things will happen; people will grow faster, innovate, feel valued, and create better outcomes for everyone – our people, our clients and, of course, our business.
Simon-Kucher North America Talent Acquisition Team
RecruitingNorthAmerica@simon-kucher.com
simon-kucher.com/careers