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- Tasks: Lead and scale global IT support operations while managing a distributed team.
- Company: Join Oura, a wellness tech company empowering millions with insights for healthier living.
- Benefits: Enjoy competitive salary, an Oura Ring, and 8 extra wellness days off annually.
- Why this job: Be part of a supportive culture focused on innovation and employee experience.
- Qualifications: 8+ years in IT support with leadership experience in global teams required.
- Other info: In-office presence is needed 5 days a week, with some remote flexibility.
The predicted salary is between 48000 - 72000 £ per year.
At Oura, our mission is to empower every person to own their inner potential. With our award-winning Oura Ring and app, we help over 2.5 million people turn insights about sleep, activity, and readiness into healthier, more balanced lives. We believe that starts from within — by creating a culture where our team feels supported, included, and inspired to do their best work. Our values guide how we show up for each other and our community every day.
We have an office space in London as well as in Helsinki & Oulu in Finland along with three offices on the west coast of the United States.
About the Role
Oura is hiring a Manager, IT End User Support & Services to lead and scale our global IT support operations. Based in our newly opened London office (close to the Monument Underground Station), this role manages a distributed team across Europe and the United States and requires in-office presence 5 days per week, with flexibility for remote work when appropriate.
You’ll bring both strategic and operational leadership to evolve Oura’s IT support model. This includes delivering automation-first services, scaling AI-enabled support, and driving measurable improvements across the support lifecycle. The ideal candidate understands IAM principles and supports the broader IAM strategy by integrating provisioning and access workflows into the support experience with a focus on automation, efficiency, and security.
Travel up to 25% is required.
What You’ll Do
Build and Scale Global Support
- Build and scale a distributed global support team across Europe and the US, with clearly defined Tier 0–3 roles and expectations
- Design and implement scalable support processes, SOPs, and knowledge documentation
- Lead the development of self-service IT capabilities (e.g., virtual agents, dynamic knowledge base) to reduce ticket volume and empower employees
- Ensure the support model aligns with automation-first and employee experience principles
Operational Excellence & Continuous Improvement
- Define and track KPIs and SLAs tied to service quality, responsiveness, and efficiency
- Conduct regular performance reviews, trend analyses, and root cause investigations
- Drive improvements in employee satisfaction, time-to-resolution, and support scalability
- Lead compliance-aligned support practices, including audits, access governance, and lifecycle reporting
ITSM Program
- Collaborate with Digital Workplace Operations to implement a scalable, automation-friendly ITSM framework
- Define and optimize workflows for intake, triage, escalation, and fulfillment
- Ensure integration of IAM workflows (e.g., onboarding, offboarding, access provisioning) into the ITSM environment
AI & Automation-First
- Champion automation of repeatable service tasks to enable low-touch fulfillment and reduce manual effort
- Partner on the design and orchestration of self-service and AI-enabled tools using platforms like Workato, Okta Workflows, and MDM/UEM
- Improve Tier 0 and Tier 1 resolution rates via virtual agents and auto-resolution capabilities
Vendor & Partner Management
- Manage external support vendors, including Tier 1 helpdesk providers, holding them accountable for SLAs, service quality, and cost-effectiveness
- Use operational data and employee feedback to drive vendor performance improvements and renewal decisions
What You Bring
- 8+ years of experience in IT support, end-user services, or IT operations
- 5+ years of IT Support leadership experience, including managing global or distributed teams
- Proven experience defining, monitoring, and achieving Service Level Agreements (SLAs) for end-user support
- Demonstrated success scaling and maturing ITSM and support functions in a high-growth environment
- Experience with IAM workflows, SaaS platforms, endpoint management, and automation tools
- Strong analytical mindset with a track record of using data to drive decisions and continuous improvement
- Passion for delivering an excellent employee experience and enabling self-service support at scale
Benefits
At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health. We are currently in process of finalizing the initial benefit package for the UK (to go live in September). For now:
What we offer:
- Competitive salary
- An Oura Ring of your own plus employee discounts for friends & family
- Wellness time off – additional 8 paid days off a year
Note: Due to legal restrictions related to sponsor license in the UK we are currently unable to provide visa support for employees. As such we can only employ those with e.g. indefinite leave to remain in the UK, UK citizens etc.
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Manager, IT End User Support & Services employer: Oura
Contact Detail:
Oura Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, IT End User Support & Services
✨Tip Number 1
Familiarise yourself with Oura's mission and values. Understanding their focus on empowering individuals and creating a supportive culture will help you align your approach during interviews and discussions, showcasing how you can contribute to their goals.
✨Tip Number 2
Highlight your experience in managing distributed teams. Since this role involves leading a global support team, be prepared to discuss specific examples of how you've successfully managed remote teams and implemented effective communication strategies.
✨Tip Number 3
Demonstrate your knowledge of automation and AI in IT support. Be ready to share insights on how you've previously integrated automation tools into support processes, as this is a key aspect of the role at Oura.
✨Tip Number 4
Prepare to discuss your approach to continuous improvement and data-driven decision-making. Oura values operational excellence, so showcasing your analytical mindset and how you've used KPIs to enhance service quality will set you apart.
We think you need these skills to ace Manager, IT End User Support & Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and leadership. Focus on your achievements in scaling teams, improving service quality, and implementing automation solutions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for empowering others through technology. Mention specific examples of how you've successfully led IT support initiatives and improved employee experiences.
Showcase Your Analytical Skills: Demonstrate your analytical mindset by including metrics or KPIs from previous roles that showcase your ability to drive decisions and improvements in IT support operations.
Research Oura's Culture: Familiarise yourself with Oura's mission and values. Reflect this understanding in your application to show that you align with their culture of support, inclusion, and inspiration.
How to prepare for a job interview at Oura
✨Understand the Company Culture
Before your interview, take some time to research Oura's mission and values. Understanding their focus on empowerment and employee experience will help you align your answers with what they value most.
✨Showcase Your Leadership Experience
As a Manager, you'll need to demonstrate your ability to lead and scale teams. Prepare specific examples of how you've successfully managed global or distributed teams in the past, focusing on your strategic and operational leadership.
✨Highlight Your Technical Skills
Be ready to discuss your experience with IT support, IAM workflows, and automation tools. Providing concrete examples of how you've implemented these in previous roles will show your technical competence and readiness for the position.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to drive improvements. Think of scenarios where you've defined KPIs, conducted performance reviews, or improved employee satisfaction, and be prepared to share those stories.