At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Position Summary
Iron Mountain is seeking a Senior Manager, IT Support to lead and manage a global team
responsible for providing technical support for our external customer facing apps and
transmission tools for delivering customer data . This role requires overseeing multiple related
teams, ensuring high service levels, maintaining system reliability, and driving continuous
improvements. The ideal candidate will have a deep understanding of IT support operations, a
strategic mindset, and the ability to collaborate across teams to meet organizational objectives.
Key Responsibilities
●Leadership & Management: Provide leadership to managers and professional staff,
being accountable for the performance and results of multiple related teams or a large
team within the IT Support division. Develop and execute team or area plans to achieve
objectives aligned with organizational goals.
●Technical Support: Provide technical support to users of computer applications and
hardware, including PCs, servers, and mainframes. Address queries regarding system
procedures, online transactions, system status, and downtime procedures.
Collaboration: Work closely with network services, software systems engineering, and/or
application development teams to restore services and identify problems. Ensure
collaborative efforts lead to effective problem resolution and service restoration.
●Incident Management: Maintain a troubleshooting tracking log, ensuring timely resolution
of technical problems and escalations. Act as the escalation point for complex issues
that require in-depth technical knowledge.
●Operational Excellence: Oversee daily operations of Kofax Capture and MFT systems,
ensuring system reliability, availability, and performance. Implement proactive monitoring
and troubleshooting processes to minimize downtime.
●Project Management: Lead project initiatives such as system upgrades, migrations, and
new implementations, ensuring timely and successful delivery.
●Customer Focus: Ensure high levels of customer satisfaction by responding to client
needs, managing escalations, and delivering timely support services.
●Process Improvement: Identify opportunities for process optimization, automation, and
efficiency improvements in IT support operations.
●Compliance & Security: Ensure all systems and processes comply with industry
standards, security policies, and regulatory requirements. Coordinate with the security
team to manage vulnerabilities and ensure systems are secure.
●Data Analysis & Problem Solving: Analyze data and situations to develop strategic
solutions that align with organizational objectives. Work on issues requiring an in-depth
knowledge of the organization's goals.
Qualifications
●Education: Bachelor’s or Master’s degree in Computer Science, Information Technology,
or a related field.
●Experience: Minimum of 10+ years of experience in IT support operations, with at least 5
years in a leadership role managing multiple related teams.
●Technical Expertise:
In-depth knowledge of Kofax Capture, MFT solutions (e.g., Globalscape,
GoAnywhere), and IT infrastructure.
○Proficiency in Windows Server, SQL Server, networking, and scripting
(PowerShell).
○Experience with cloud environments (GCP, AWS, Azure) is a plus.
●Leadership Skills: Proven experience in leading large teams or multiple related teams.
Ability to drive high performance, collaboration, and strategic execution.
●Project Management: Strong project management skills with experience in delivering
complex IT projects. Familiarity with Agile methodologies is an advantage.
●Problem-Solving: Excellent problem-solving abilities, particularly in analyzing complex
issues and data to develop effective solutions.
●Communication: Exceptional communication skills, with the ability to interact with
technical teams, stakeholders, and clients at various levels.
●Customer Focus: Strong focus on customer service excellence, with experience
managing escalations and ensuring positive customer outcomes.
Preferred Qualifications
●Experience working in global operations and managing distributed teams across regions,
particularly in the APAC region.
●Certifications in ITIL, Kofax Capture, or related technologies.
●Experience with automation tools, process optimization, and production environment
management.
About Iron Mountain
Iron Mountain offers a dynamic and collaborative work environment with a focus on innovation,
growth, and professional development. You will have the opportunity to lead critical IT support
operations, drive service excellence, and contribute to a global leader in information
management services.