Regional IT Support Manager
Job Summary
Job Description
The Regional IT Support Manager will lead IT Support professionals across the US, Canada, and EMEA, ensuring global coordination and consistent support standards. This role involves solving problems, providing high-quality service, and managing key IT projects. Responsibilities include managing IT Support Analysts, ensuring timely support, evolving helpdesk processes, leading onboarding/offboarding, partnering with global IT teams, driving IT support projects, and supporting asset management. They should be the go-to person for regional IT support excellence, balancing people leadership, process improvement, and technical depth.
Must have:
- Minimum 4 years of IT support experience
- Team leadership or player/coach role experience
- Strong troubleshooting skills across MacOS, Windows, and SaaS tools
- Experience with JAMF, Okta, Jira, and MDM solutions
- Project management skills for measurable impact
- Excellent communication and collaboration skills
- Team-first mindset and helping people
Perks:
- Comprehensive medical, dental, vision, disability, and life benefits
- Health Savings Account (HSA) with employer contribution
- 401(k) Matching with immediate vesting on employer match
- Flexible PTO
- 8 paid holidays and 5 paid days for Annual Holiday Week
- Quarterly Recharge Fridays (paid days off for mental health recharge)
- 18 weeks paid parental leave
- Access to Coaches and Therapists through Modern Health
- 2 volunteer days per year
- Commuting benefits
11 skills required
Job Details
About Highspot
Highspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it’s about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world.
About the Role
We're looking for a hands-on, technically-savvy Regional IT Support Manager to lead IT Support professionals across the US, Canada, and EMEA. You'll also maintain a dotted-line relationship with the India-based Help Desk team to ensure global coordination and consistent support standards across time zones. Reporting directly to the Director of Systems Engineering, you'll oversee day-to-day IT support operations for those regions while rolling up your sleeves to solve problems, deliver high-quality service, and run key IT projects.
This role is a great fit for someone who loves tech, thrives on helping others, and brings strong project management skills to the table. You'll be the go-to person for regional IT support excellence, balancing people leadership, process improvement, and technical depth.
What You'll Do
- Manage IT Support Analysts across the US, Canada, and EMEA, providing mentorship, structure, and day-to-day guidance.
- Ensure timely, high-quality support for end users across tools like Mac/Windows laptops, Zoom, Slack, VPN, Google Workspace, and Microsoft Office.
- Own and evolve regional helpdesk processes, SLAs, and service documentation-always looking for ways to be faster, smarter, and more helpful.
- Lead onboarding/offboarding logistics in your regions, ensuring a smooth, secure experience for employees and contractors.
- Partner with global IT, security, and business teams to execute strategy, support day-to-day operations, and roll out technical solutions and process improvements.
- Drive IT support projects from scoping to execution-whether it's a laptop refresh, new office setup, or system upgrade.
- Support asset management efforts, working closely with internal systems and vendors to keep inventory accurate and up-to-date.
- Be a champion for AV and conference room tech, helping ensure a great hybrid work experience in our offices.
Your Background
- Minimum 4 years of IT support experience, with at least 2 years in a team leadership or player/coach role. Strong troubleshooting skills across MacOS, Windows, and SaaS tools (Zoom, Slack, Google Workspace, Microsoft Office).
- Hands-on experience with JAMF, Okta, Jira, and MDM solutions.
- Track record of managing projects that deliver measurable impact and hit key milestones. Excellent communication and collaboration skills- you're as comfortable on a Zoom with an exec as you are walking a new hire through setup.
- A team-first mindset: You love helping people, sharing knowledge, and building a support culture that's empathetic, fast, and effective.
Base salary range: $118,000 - $159,000. Employees are eligible to receive stock options and may also receive other forms of compensation.
The above represents total expected compensation for this role. Actual compensation will depend on various job-related factors, including, but not limited to, location, experience, and job qualifications.
Highspot also offers the following employee benefits for this position:
-Comprehensive medical, dental, vision, disability, and life benefits
-Health Savings Account (HSA) with employer contribution
-401(k) Matching with immediate vesting on employer match
-Flexible PTO
-8 paid holidays and 5 paid days for Annual Holiday Week
-Quarterly Recharge Fridays (paid days off for mental health recharge)
-18 weeks paid parental leave
-Access to Coaches and Therapists through Modern Health
-2 volunteer days per year
-Commuting benefits
#LI-CB1
Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.
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