Senior Manager, IT Support

Our mission at Oura is to empower every person to own their inner potential. Our award\-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles. Empowering the world starts with living our values and empowering our team. 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. Oura is redefining what it means to understand your body — and the IT support function that keeps every Oura employee working is a critical part of that mission. We are looking for a **Senior Manager, IT Support** to lead a globally distributed team across the US, Finland, UK, and beyond, driving our AI\-native ITSM transformation and partnering with IT Platform Engineering on the JML automation and identity workflows that will reshape how IT support operates at Oura. The right person grew up in IT support \- started on the tools, built their instincts from the ground up, and made the deliberate move into leading high\-performing teams and complex programs. They bring deep IT support leadership fundamentals, strong people and program management instincts, a genuine AI\-first mindset, and an employee experience focus that measures success by whether every Oura employee feels well\-served by IT every single day. **What you will do:** * 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. * Own outsourced support and vendor partner relationships, including milestone accountability, SLA governance, performance management, and device lifecycle continuity across global office locations. * Drive cross\-functional programs across IT, HR, Legal, Finance, Security, and business