Manager - Global Support Operations

You will be joining Cond Nast, a global media company with a vast reach of over 1 billion consumers in 32 territories. The company boasts a prestigious portfolio of renowned media properties such as Vogue, Vanity Fair, GQ, The New Yorker, and Wired, among others. As the Manager of Global Support Operations, you will play a crucial role in leading the Level 1 and Level 2 support teams across all products and services offered by Cond Nast. With your 10-15 years of total experience and at least 5 years in IT/Application Support and people management, you will be responsible for ensuring infrastructure/application support, SLA management, process excellence, continual service improvement, people management, service delivery, and stakeholder management. Your core responsibilities will include managing team members providing support for all Cond Nast markets, monitoring and addressing emerging trends and issues, leading post-incident review and problem management meetings, ensuring timely communication during major incidents, collaborating across teams for operational and business goals, setting priorities, following SOP-driven culture, managing customer escalations, and leading end-to-end ITSM processes within the team. Essential skills for this role include experience working with onsite and offshore stakeholders, problem-solving abilities, familiarity with ITIL principles, global organization support experience, managing associates" availability and performance, understanding of web and application servers, strong organizational skills, adaptability to change, and a focus on customer satisfaction. Desirable skills include experience in the publishing, media, or advertising sector, working with Editors, PagerDuty, ServiceNow (or any ITSM tools), Jira, Confluence, Salesforce, Peoplesoft, monitoring tools like Solarwinds, messaging & directory services, and cloud, as well as project/product management knowledge. If you are interested in this opportunity and possess the required skills and experience, please apply below. Your application will be reviewed promptly, and you can update your resume or upload a cover letter through your candidate profile at any time.,