About Us
Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
Infrastructure and Services team has three pillars:
· IT Service Desk supports all Sophos employees, from new joiners and break-fixes to new service introductions
· The infrastructure team looks after diverse corporate services that all employees depend on
· Our operations centre provides 24/7 incident support to product and IT teams
We are seeking an experienced IT Support Manager to lead and oversee the IT support operations for the APAC region. The successful candidate will be responsible for managing a team of 13 IT support specialists, ensuring seamless operational support across various APAC offices.
This role will also collaborate closely with other IT Support Managers in the EMEA and NA Region alongside the enterprise engineering, network, and application teams to execute critical projects and maintain high standards of service delivery.
The IT Support Manager will work within a "Follow the Sun" support model to guarantee round-the-clock operational efficiency and uphold key performance metrics.
What you will do
- Manage IT Support Operations: Oversee and manage IT support activities for all APAC regional offices, ensuring effective troubleshooting, maintenance, and resolution of IT-related issues. Also, provide first line support for all incoming tickets during the APAC hours
- Team Leadership and Performance Management: Lead a team of 13 IT support professionals. Handle team scheduling, task allocation, coaching, and performance reviews. Foster a culture of continuous improvement and professional growth.
- Collaboration on Cross-Functional Projects: Work on various projects in collaboration with the enterprise engineering, network, and application teams to support organizational goals and technology initiatives.
- Key Metrics Reporting: Develop, track, and report on critical IT service team metrics (e.g., ticket resolution time, customer satisfaction). Ensure data-driven decision-making and performance optimization.
- Follow-the-Sun Model: Ensure smooth operations within the Follow-the-Sun support model, maintaining efficient handovers and ensuring the continuity of support across global regions.
- Continuous Improvement and Best Practices: Identify opportunities for process improvement and implement IT support best practices to increase efficiency and service quality.
- Asset Management: Oversee the procurement, maintenance, and inventory tracking of IT assets for the APAC region. Ensure timely tech refreshes in alignment with the asset lifecycle to maintain operational efficiency. Keep detailed records of asset allocation, usage, and disposal, ensuring compliance with company policies.
- Vendor Management: Collaborate with vendors and procurement teams to source appropriate technology and manage contracts and warranties.
What you will bring
- Bachelor’s degree in information technology, Computer Science, or a related field. Advanced certifications in IT management are a plus.
- Minimum of 5-7 years of experience in IT support management, with at least 3 years of experience in a regional or global role.
- Demonstrated experience managing a team of IT support professionals and conducting performance reviews.
- Proven ability to manage IT operations in a fast-paced, diverse, and geographically dispersed environment.
- Strong understanding of IT infrastructure, networking, and systems administration.
- Exposure and working experience with technologies like Microsoft Azure, Intune, Office 365, JAMF & Windows OS
- Hands-on experience with ticketing systems, monitoring tools, and reporting platforms like ServiceNow, Freshworks, Jira
- Familiarity with enterprise applications and cloud technologies is a plus.
- Excellent leadership and team management skills.
- Strong communication and interpersonal skills, with the ability to work effectively across diverse teams and regions.
- Ability to prioritize and manage multiple projects concurrently.
- Willingness to occasionally travel to various APAC offices.
- Flexibility to work across time zones and handle escalations when required.
#LI-Remote
#B2
Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact [email protected].
