Oura

6 days ago

Senior Manager, IT Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Lead a globally distributed IT support team and drive Oura’s AI-first ITSM transformation, including a ServiceNow-to-Atomicwork migration and deployment of AI-native ticket deflection and self-service workflows. Own ITSM governance, SLA accountability, incident/request/change processes, and executive-ready metrics reporting. Partner with IT Platform Engineering and IT Applications & Automation on JML automation and identity workflows, manage vendor relationships, and influence cross-functional stakeholders across IT, HR, Legal, Finance, Security, and the business.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Sr. Manager level

Key Responsibilities

•Lead and develop a globally distributed IT support team across the US, Finland, UK, and APAC, owning the people management lifecycle.
•Drive AI-first modern ITSM transformation, including ServiceNow-to-Atomicwork migration and AI-native ticket deflection and self-service workflows.
•Own ITSM process design, governance, and SLA accountability across incident, request fulfillment, change management, escalation frameworks, and metrics reporting.
•Partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and onboarding/offboarding workflows.
•Own outsourced support and vendor partner relationships, including milestone accountability, SLA governance, performance management, and device lifecycle continuity.

Travel: Medium travel

Pay and Benefits

Salary: USD 169,150 - 233,000 annually

Perks:Health InsuranceDentalVisionPaid Leave

Key Requirements

•10+ years in enterprise IT support, service management, or helpdesk leadership, including 3+ years at the Senior Manager level managing globally distributed teams.
•Deep ITSM platform ownership, including ServiceNow and/or Atomicwork, with operational responsibility for SLA configuration and workflow design.
•Demonstrated ability to deliver and continuously improve ITSM processes (incident, request fulfillment, change management, and SLA frameworks) using systematic root cause analysis.
•Strong people development and cross-functional leadership, including coaching and influencing without authority across HR, Legal, Security, Finance, and business leadership.
•Familiarity with Okta or another enterprise IAM platform to support JML automation, access governance, and identity lifecycle workflows (without needing a technical intermediary).

Experience:10+ yearsEnterprise IT supportITSMHelpdesk leadership

Skills:People leadershipProgram managementCross-functional leadershipRoot cause analysisExecutive communication

Languages:English

Tech Stack:ServiceNowAtomicworkConsoleJSMOktaJiraConfluenceSlack

Company Brief

Oura

Designs and sells the Oura Ring, a wearable device that tracks sleep, activity, and physiological signals to provide personalized health, recovery, and readiness insights via a companion app and analytics platform.

Industry: Wearables

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: Oulu, Finland

Founded: 2013

Website LinkedIn

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Oura

6 days ago

Senior Manager, IT Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Sr. Manager level

Key Responsibilities

•Lead and develop a globally distributed IT support team across the US, Finland, UK, and APAC, owning the people management lifecycle.
•Drive AI-first modern ITSM transformation, including ServiceNow-to-Atomicwork migration and AI-native ticket deflection and self-service workflows.
•Own ITSM process design, governance, and SLA accountability across incident, request fulfillment, change management, escalation frameworks, and metrics reporting.
•Partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and onboarding/offboarding workflows.
•Own outsourced support and vendor partner relationships, including milestone accountability, SLA governance, performance management, and device lifecycle continuity.

Travel: Medium travel

Pay and Benefits

Salary: USD 169,150 - 233,000 annually

Perks:Health InsuranceDentalVisionPaid Leave

Key Requirements

•10+ years in enterprise IT support, service management, or helpdesk leadership, including 3+ years at the Senior Manager level managing globally distributed teams.
•Deep ITSM platform ownership, including ServiceNow and/or Atomicwork, with operational responsibility for SLA configuration and workflow design.
•Demonstrated ability to deliver and continuously improve ITSM processes (incident, request fulfillment, change management, and SLA frameworks) using systematic root cause analysis.
•Strong people development and cross-functional leadership, including coaching and influencing without authority across HR, Legal, Security, Finance, and business leadership.
•Familiarity with Okta or another enterprise IAM platform to support JML automation, access governance, and identity lifecycle workflows (without needing a technical intermediary).

Experience:10+ yearsEnterprise IT supportITSMHelpdesk leadership

Skills:People leadershipProgram managementCross-functional leadershipRoot cause analysisExecutive communication

Languages:English

Tech Stack:ServiceNowAtomicworkConsoleJSMOktaJiraConfluenceSlack

Company Brief

Oura

Industry: Wearables

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: Oulu, Finland

Founded: 2013

Website LinkedIn