Senior Manager Global IT Support

About the Role: 

As our Senior Manager of Global IT Support, you'll be connecting our people and technology across the world. Picture yourself leading a dynamic, global team, ensuring seamless, friendly, and responsive IT support for employees in our global offices and beyond. We’re searching for someone who can blend technical expertise with visionary leadership to transform how we deliver support while enhancing user experiences and driving operational excellence. This isn’t just a role. It’s an opportunity to shape the future of IT support for an awesome global brand. Come Ride With Us!

(Please note: This role is based in our Wilton, CT office on a hybrid basis. Please do not apply if you cannot be in the office 3-4 days/week)

How You'll Make an Impact:

• Partner, collaborate, and develop strong working relationships with the various site and functional leaders to understand IT End User needs in support of local, corporate and functional objectives
• Proactively reach out to the client workforce to understand service effectiveness, manage service expectations and be the primary lead for communicating services, continuously improving the user experience, optimizing employee productivity, and providing best in class customer service
• Lead and manage global IT support personnel, including internal and external teams, to provide comprehensive user and site support for on site and remote users across all global sites
• Manage daily demand and delivery of services including inbound help desk requests, hardware and peripheral deployment, software installations, asset and Inventory management, onboarding, offboarding and white glove support
• Serve as the primary escalation point for unresolved IT issues, maintaining operational continuity
• Ensure comprehensive and continuous training programs are in place for all support technicians to enhance their skills and knowledge
• Develop, monitor and maintain key performance indicators (KPIs) for support operations, implementing corrective actions as necessary to achieve targets
• Deliver organization-wide technology training to improve user proficiency and efficiency
• Develop and standardize Standard Operating Procedures (SOPs) for IT support processes and end-user technologies, ensuring consistency and quality
• Oversee the performance of Tier I and Tier II support staff with active management, providing guidance and stepping in to resolve complex issues when necessary
• Manage global IT procurement, oversee asset management, and ensure efficient deployment and tracking of end-user technology
• Beyond Cannondale employees, this role may support other brands and initiatives across the Pon.Bike* portfolio

What You Bring to the Table: 

• Associate degree or equivalent in Information Systems, Computer Science, Networking, or a related field
• 5-10 years of technical support experience in a Windows environment (Windows 10 or later)
• 5+ years of experience managing and leading teams supporting a multi-site (and remote) user base
• Experience with endpoint management platforms (such as Intune)
• Strong internal customer service orientation with excellent troubleshooting skills
• Proficient in written and verbal communication
• Ability to work effectively both independently and as part of a team
• Strong multitasking capabilities, with the flexibility to respond to on-call network emergencies and work outside of business hours when necessary (e.g., for system upgrades)
• Experience with MacOS, Office 365, and Active Directory in a multi-forest/domain environment
• Familiarity with SAP
• Experience with Cisco Meraki switching/routing technologies, preferred
• Experience with data backup and recovery solutions (e.g., Veeam, BackupExec), preferred

Some of our Great Benefits: 

• Comprehensive Medical/Prescription/Dental/Vision plans 
• Hybrid work environment 
• Generous Paid Time Off Programs 
• Life & Disability Insurance 
• FSA/HSA/Dependent Care FSA 
• 401k and company match 
• Commuter Incentive Program 
• Volunteer Time Off 
• Voluntary benefits (critical illness, accident, and hospital indemnity insurances) 
• Great discounts on company products 
• Employee Wellness Program 
• EAP benefit 
• Parental Leave program 
• Access to group home and auto insurance 
• A mix of casual yet professional culture 

Want a closer look into what it's like to Come Ride With Us? Explore more of Cannondale on Instagram and LinkedIn.

*About the organization 

As a proud member of the Pon Holdings family, Cannondale benefits from the strong foundation and extensive network of one of the Netherlands' largest family-owned businesses, as well as the world's leading bike brand portfolio: Pon.Bike, including brands like Gazelle, Santa Cruz, Cervélo, Kalkhoff, Focus, Urban Arrow, Veloretti and Swapfiets. Being a part of Cannondale means being part of a dynamic and forward-thinking organization backed by the strength and stability of Pon Holdings.  

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cannondale we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, regardless of your gender or race, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Our DEI Mission Statement: At Cannondale, we are on a mission to inspire cycling for all. Whoever you were, are, or will be, you can find yourself here. Our diverse line-up of bikes reflects diverse voices, diverse communities, and diverse aspirations. We know the only way to foster that diversity is to foster inclusion in our perspectives. We are committed to not only seeking unique voices, but also cultivating, embracing, and channeling those of every member of the Cannondale community. We understand that doing so makes both our company and our products better. It’s why we want you to Come Ride With Us – because bikes belong to us all. 

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, sexual orientation, gender, gender identity, gender expression, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state or local laws. For additional information, please click here. We will endeavor to make a reasonable accommodation for the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for a role with or participate in the hiring process with the Company, please let us know. 

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