Regional IT Support Manager, US

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 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.
  
• 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.
  
• Invest in your future.
  All US and Canadian employees enjoy 401(k) & RRSP benefits with company matching.
  
• 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.
  
• Enjoy balance and flexible working.
  Be empowered to do your best work – whether it's from home or in the office.
  

Managing Regional IT Support Operations

• Lead and manage daily IT support operations across the Americas region (USA, Canada, Mexico, Chile), ensuring consistent alignment with global IT standards.
• Serve as the primary regional escalation point and coordinate closely with global IT support teams to resolve complex issues.
• Monitor service quality, ticket queues, and KPIs to identify trends, address recurring issues, and drive operational improvements.
• Ensure all processes, documentation, and communications adhere to defined operational procedures.
• Develop and maintain reporting standards to enable continuous service improvement in close collaboration with global IT Support management.

People Leadership & Development

• Manage and develop a distributed team of six IT Support Specialists across Boston, New York, Atlanta, and San Francisco.
• Establish clear goals, regular feedback, and structured performance reviews.
• Identify skill gaps and implement development plans to drive continuous improvement.
• Foster a collaborative, service-oriented culture with a strong focus on effective service delivery.
• Oversee staffing, workload distribution, and service coverage planning.
• Promote consistent adherence to global IT standards and best practices.

Stakeholder Management & Continuous Improvement

• Build strong relationships with stakeholders across the Americas, including senior management, HR, Finance, partners, and office leaders.
• Ensure transparent and effective communication regarding service levels, incidents, and upcoming changes.
• Balance local business needs with governance and global IT standards.
• Collect stakeholder feedback to identify improvement opportunities.
• Collaborate with global IT teams to improve support processes, tools, and service quality.

Organization Background

• Extensive experience operating within global corporate environments.
• 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 lines while fostering collaboration.

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, including 4+ years in leadership.
• Experience managing multi-location support teams.
• Strong expertise in ITIL principles and incident management (ITIL certification preferred).
• Proven success in service delivery improvements and KPI development.
• Hands-on experience with modern endpoint management tools.
• Ability to translate business requirements into IT solutions.

Personal Skills

• Strong leadership and people development capabilities.
• Excellent stakeholder management and communication skills.
• High organizational awareness and analytical mindset.
• Ability to balance flexibility with adherence to global standards.
• Resilient, proactive, and effective in fast-paced environments.
• High integrity, ownership, and accountability.

The pay range for this position in Boston is $140,000–$160,000/year. Compensation may vary depending on relevant experience, skills, geographic location, and business needs. We offer a comprehensive benefits package including paid time off, 13 paid holidays per year, 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 by optimizing product, price, innovation, marketing, and sales.

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 and empowered to be themselves.

Simon-Kucher North America Talent Acquisition Team
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