Manager, Americas IT Service

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Our IT teams support more than 5,000 end users within the business who rely on our technology and processes to enable them to be effective. We are the first point of contact to support, guide, and solve their IT incidents and requests, and you will be leading a team of engineers to deliver a best-in-class service, exceeding our end user expectations, for our Americas population.

You will hold direct line management responsibility for a team of 10 engineers based in North America, Canada, and India providing both remote and onsite support services. Our team’s range in skills and experience and you will provide coaching, skills and career development, guidance, and performance management to drive an industry leading end user experience and a top performing team.

You will be responsible for the relationship with our internal business stakeholders across varying business units and locations including ownership for IT support delivery to our executive team. You will need to understand the intricacies of how we operate globally, awareness of the crucial relationship IT plays in enabling our business to succeed, share best practice, identify improvement areas and drive proactive support opportunities where possible.

While you will have primary ownership for our Americas group, you and your team will be aligned to a “follow the sun” model where you will support non-Americas locations outside of their core business hours. You must partner with your regional colleagues to build a standardized, global, framework to enable a successful 24x5 operating model, identify and build best practice, automate, and find better ways of working to optimize our services and offerings.