Senior Manager IT Services

Information Technology - Burlington, MA, USA
Posting Date
Aug 28, 2018
Burlington, MA, USA
Information Technology
Job ID


The Global IT Services Team are responsible for the delivery, management and support of all Sophos’s Internal IT Services and Infrastructure. The department is comprised of a L1 Global Service Desk which is supported by 3 Regional Client Services Teams in EMEA, NA and APJ. The regional teams have both L2 and L3 individual contributors.

Working as part of the IT Organisation, the Global IT Services Team are responsible for the support of all Sophos’s 3500 internal Customers 24 hours a day, 7 days a week across 44 global locations.

The IT Service Organization is going through a substantial change as it moves from being metric driven to being customer centric and experience driven. This requires a team of exceptional IT Service Leaders who will be able to build the IT Client Service Teams and the Global Service desk to meet this vision. Our processes need to adapt to changing demands that we face providing service within a leading Cyber Security company.

As a Senior Manager, IT Service, you will be responsible for one of the Regional Client Services Teams and be a major escalation point for your region and global incidents. You will provide leadership, coaching and support to all IT Engineers within our Organization including teams you do not directly manage.

Main Duties

  • Direct management of the North American IT Client Services Team which comprises of 1 Team Leader and 7 Support Engineers

  • Provide Leadership to IT Service Organization including but not limited to, recruitment, objective setting and review, performance reviews, career development and coaching, resource scheduling and general administrative support.

  • Management of the day-to-day responsibilities of First, Second and Third Level Support to Sophos’s Internal Customers including queue management of Service Request, Incident and Problem Management Tickets.  Manage and coordinate high impact, urgent and complicated support issues acting as escalation point including the management of the relevant communications processes to the business and Leadership Team.

  • Working as part of the Leadership Team, be proactive in Continuous Service Improvement.  Develop and mature relevant processes including Service Request, Incident and Problem Management in addition to policies and work instructions.  Ensure that regular Service Desk feedback is reviewed and all appropriate actions are documented, reported and resolved.  Work with the business to develop long term partnerships that enable the business to achieve its objectives. 

  • Provide timely Management Information, at the agreed cadence or upon request, including understanding and analysis of Key Performance Indicators (KPIs) to the broader IT Team, Senior Leadership and Customers.   Identify and implement actions where agreed targets are not achieved.

  • Work with Senior Leadership, manage budgets including the planning and execution. Manage vendor relationships to ensure adherence to Service Level Agreements and contractual obligations.

  • Represent the Global IT Services Team in meetings including, but no limited to Customer Meetings, Vendor Meetings, Project Management reviews and the Change Advisory Board. 

  • Manage and participate in projects as required, working to ensure that all targets are achieved.  

  • With closely with other members of the Global IT Service Team to ensure adequate levels of management are available for all Service Desks globally.
  • Be part of an on-call structure

  • Travel required to other Key Sophos sites globally (approx. 10%)

Experience and Skills


  • Experience managing a large team in a very diverse and de-centralized environment including international experience

  • Over 5 years experiences in IT Leadership

  • Over 5 years of Customer Service experience

  • Experience implementing ITIL best practices (Incident, Problem, Change Management) in IT Service

  • Strong Microsoft Office skills including solid presentation skills

  • Extensive knowledge of ITSM Tools such as Jira and ServiceNow

  • Bachelor's degree, or equivalent industry experience

  • ITIL V2 and/or V3 certification at Foundation Level


  • ITIL V3 Intermediate or Expert Level


In most cases, the compensation package includes:

  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Long-term disability insurance
  • 401k plan
  • Vacation time
  • Gym membership compensation

Special How to Apply Instructions

To apply, please send resume to:


If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our data protection policy which can be found here and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please reply to this or other emails from Sophos clearly stating your request, or follow the steps set out in the data protection policy describing your individual rights. If you have any questions about Sophos’ data protection practices please contact

Posting Date
Aug 28, 2018
Burlington, MA, USA
Information Technology
Job ID