Oura
Senior Manager, IT Support
Remote - United States · Senior
Sponsorship not specified$198k-$233kDetected 14 hours ago
Platform EngineeringJiraConfluencePerformance ManagementLeadershipCollaborationMentoringPublic Speaking
About the role
- We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.
- As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work - both in and out of the office.
- Finland is in the Eastern European Time Zone, which is 7 hours ahead of US Eastern Standard Time; for example, 7 AM in New York is 2 PM in Finland.
Responsibilities
- Lead and develop a globally distributed IT support team across US, Finland, UK, and APAC, owning the full people management lifecycle: hiring, onboarding, performance management, career development, and succession planning.
- Drive Oura's AI-first modern ITSM transformation by leading the team through the ServiceNow-to-Atomicwork migration, deploying AI-native ticket deflection, and self-service workflows, and enabling AI coworker agents to handle routine requests autonomously so the team can focus on complex, high-value employee interactions and strategic program delivery.
- Own ITSM process design, governance, and SLA accountability across incident management, request fulfillment, change management, escalation frameworks, and executive-ready metrics reporting
- build and enforce scalable processes, not just manage a queue.
- Partner closely with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and onboarding/offboarding workflows in a collaborative, engineering-adjacent role rather than a siloed Support function.
- Drive cross-functional programs across IT, HR, Legal, Finance, Security, and business leadership by influencing without direct authority, building alignment, and delivering outcomes through strong relationships.
- Develop regional IT support teams in the US and Finland toward local informal domain ownership and escalation accountability - and drive continuous improvement through structured root cause analysis.
- Participate in on-call rotation escalations for critical IT support incidents and executive escalations.
- For this role, applicants should expect regular meetings between the hours of 7 AM and 9 AM Eastern Standard Time (to collaborate with colleagues in Finland) and 5 PM and 7 PM Eastern Standard Time (to collaborate with colleagues on the West Coast) and be open to occasional meetings even earlier.
- 10+ years in enterprise IT support, service management, or helpdesk leadership in a high-growth, fast-paced technology company - with at least 3+ years at Senior Manager level managing globally distributed teams
Requirements
- We Would Love to Consider You for This Role if You Have:
Nice to have
- Deep ITSM platform ownership - ServiceNow, Atomicwork, Console, JSM, or equivalent
- experience delivering an AI-native or Slack-first ITSM model is a strong plus
- Proven ITSM process delivery and continuous improvement discipline - built and governed incident management, request fulfillment, change management, and SLA frameworks from the ground up
- applies root cause analysis systematically to turn recurring incidents into eliminated problems
- influences without authority across HR, Legal, Security, Finance, and business leadership
- deliberate and structured in coaching, not "let them grow naturally"
- Exceptional communicator - written, verbal, and executive-ready
- equally sharp running a team standup with Helsinki, presenting SLA trends to the VP of Technology, and working async across timezones with Jira and Confluence as everyday tools
Compensation
- Competitive salary
Benefits
- Health, dental, vision insurance, and mental health resources
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off *prorated
- Paid sick leave
- Everyone here at Oura has a ring of their own and we are continually looking to improve employee health.
- While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions.
Company info
- Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), Vermont (VT), West Virginia (WV), and Wisconsin (WI).
- Oura is proud to be an equal opportunity workplace.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.
- Individuals seeking employment at Oura are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.
- We will not tolerate discrimination or harassment based on any of these characteristics.
- We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
- At Oura, we care about you and your well-being.
- We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), Vermont (VT), West Virginia (WV), and Wisconsin (WI).
Equal opportunity
- equal opportunity workplace.
This listing is sourced directly from Oura's careers page and normalized into a canonical job model.