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 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.
This is a remote role with a strong preference for candidates who are based on the East Coast or can seamlessly work across EET, EST, and PST time zones.This job involves regular interaction and collaboration with Oura colleagues in Finland, across the US, and in other countries. 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. Standard office hours in Finland are 9 AM to 5 PM. 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.
We Would Love to Consider You for This Role if You Have:
- 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
- Deep ITSM platform ownership — ServiceNow, Atomicwork, Console, JSM, or equivalent; operational ownership of the platform, SLA configuration, and workflow design; 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
- Strong people developer and cross-functional leader — actively grows ICs into informal regional leads; influences without authority across HR, Legal, Security, Finance, and business leadership; deliberate and structured in coaching, not "let them grow naturally"
- Experience managing globally distributed IT support teams across US and European timezones — genuinely operating across US East, EU, and UK as the primary management model, not just occasional international collaboration
- Familiarity with Okta or a modern enterprise IAM platform — sufficient to partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and identity lifecycle workflows without needing a technical intermediary
- 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
- East Coastbased — remote role with ~25% travel to SF, EU, and UK; open to NY/NJ/CT/PA/MA; comfortable with international travel and a US East timezone anchor
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.
What we offer:
- Competitive salary
- Health, dental, vision insurance, and mental health resources
- An Oura Ring of your own during your tenure
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off *prorated
- Paid sick leave
Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. 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. These ranges may be modified in the future.
- Region 1 $198,050 - $233,000
- Region 2 $189,200 - $212,000
- Region 3 $169,150 - $199,000
A recruiter can determine your Region based on your US location.
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).
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.
Disclaimer: Beware of fake job offers!
We’ve been alerted to scammers posing as ŌURA recruiters, especially for remote roles. Please note:
- Our jobs are listed only on the ŌURA Careers page and trusted job boards.
- We will never ask for personal information like ID or payment for equipment upfront.
- Official offers are sent through Docusign after a verbal offer, not via text or email.
Stay cautious and protect your personal details.
To all recruitment agencies: Oura does not accept agency resumes. Please do not forward resumes to our jobs alias, Oura employees, or any other organization's location. Oura is not responsible for any fees related to unsolicited resumes.
Skills Required
- 10+ years in enterprise IT support, service management, or helpdesk leadership in a high-growth technology company with at least 3+ years at Senior Manager level managing globally distributed teams
- Deep ITSM platform ownership (ServiceNow, Atomicwork, Console, JSM, or equivalent) including SLA configuration and workflow design
- Experience delivering or operating AI-native or Slack-first ITSM models
- Proven ITSM process delivery and continuous improvement discipline (incident management, request fulfillment, change management, SLA frameworks, root cause analysis)
- Experience managing globally distributed IT support teams across US and European timezones (operating across US East, EU, and UK as primary model)
- Familiarity with Okta or a modern enterprise IAM platform and partnering on JML/identity lifecycle automation
- Strong people development and cross-functional leadership skills, including coaching and influencing without authority
- Exceptional written and verbal communication, executive-ready presentation skills; regular use of Jira and Confluence for async collaboration
- East Coast–based (US) with ability to work across EET, EST, PST hours, participate in regular early/late meetings, and travel ~25% internationally
- Participate in on-call rotation for critical IT support incidents and executive escalations
Ōura Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ōura and has not been reviewed or approved by Ōura.
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Fair & Transparent Compensation — Compensation is considered competitive for a midsize, high‑growth company, supported by posted role‑ and location‑based pay bands that signal structured ranges. A public equal‑pay pledge reinforces attention to fairness.
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Equity Value & Accessibility — Equity is a meaningful part of total compensation at a growing company, contributing to perceived upside over time. This ownership component complements base pay in the total rewards mix.
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Leave & Time Off Breadth — The package includes substantial PTO, paid holidays, and dedicated wellness days that together exceed a basic time‑off offering. This breadth of time away supports recovery and balance.
Ōura Insights
What We Do
Oura is an award-winning and fast-growing startup that helps people track all stages of sleep and activity using the Oura Ring and connected app. By providing daily feedback and practical steps to inspire healthy lifestyles, we've helped hundreds of thousands of people improve their sleep, understand their bodies, and transform their health. We’re on a mission to empower every person to own their inner potential, and we’re seeking talented individuals to join us on our journey. JOIN THE OURA TEAM Oura is full of skilled experts and we’re known to share a good laugh every now and then. We always strive to learn more and dig deeper into our research and analytics, to stay engaged and creative in everything we do. We respect our partners, privacy and the scientific method. We are a multi-disciplinary team of over 100 experts in hardware engineering, software development, machine learning, bioscience, sleep, industrial and UX design, production, marketing and customer experience. Oura Health Ltd.’s HQ and major manufacturing facilities are located in Oulu, Finland. Other locations include Helsinki and San Francisco.
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