Global Support Manager

Join us in building the future of finance. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading. About the team + role Technology Support Services is the team responsible for delivering reliable, secure, and efficient IT support to Robinhood employees globally. We focus on reducing technical downtime, improving service quality, and standardizing processes across regions to help employees stay productive. The team partners closely with Engineering, Security, Workplace, and Enterprise Applications to ensure workplace technologies scale with business growth. Our culture emphasizes operational discipline, measurable outcomes, and continuous improvement in service delivery. As Global Support Manager, you will lead a distributed IT support team during a period of organizational growth and system integration. You will oversee daily operations, improve service management processes, and implement tools that increase efficiency and service reliability. This role is accountable for support performance across regions, including escalation management, queue health, and service level objectives. You will also guide modernization efforts, including automation initiatives and post-acquisition integrations, ensuring a consistent employee experience across locations. The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations. What you’ll do Lead a distributed IT support team across North America and Europe, setting clear performance expectations and tracking measurable service outcomes. Oversee daily support operations including queue management, escalation handling, and adherence to defined service level agreements (SLAs) and service level objectives (SLOs). Standardize support processes across regions, including post-acquisition system integrations and global IT service management (ITSM) implementation. Partner with Engineering and Automation teams to implement AI-supported workflows that reduce ticket resolution time and increase self-service adoption. Define and monitor key operational metrics, dashboards, and reporting frameworks to improve service quality and resource planning. Recruit, coach, and develop team members across multiple career levels, supporting performance growth and retention. Maintain a follow-the-sun support model and structured on-call rotations to ensure timely response to critical incidents. What you bring 8+ years of experience in IT support or enterprise technology operations, including at least 3 years managing distributed teams. Experience implementing and managing ITSM frameworks, incident lifecycle processes, and SLA/SLO governance using platforms such as Jira Service Management or ServiceNow. Working knowledge of enterprise workplace technologies including macOS and Windows device management, Okta, Slack, and Google Workspace. Experience improving operational performance in high-growth technology or financial services environments. Experience managing executive or high-priority support escalations with professionalism and structured communication. Demonstrated ability to coach and retain team members across time zones and regions. Familiarity with AI tools used in support environments to improve efficiency and knowledge management. Experience using metrics and reporting to identify trends and implement service improvements. Our team is committed to providing an inclusive and welcoming interview experience for all candidates. If you require a specific accommodation during the application or interview process due to a physical or mental condition, please complete this ... (truncated, view full listing at source)