Manager, IT - US & LATAM

Company Overview:

Headquartered in suburban Atlanta, Georgia, Artivion, Inc. is a medical device company focused on developing simple, elegant solutions that address cardiac and vascular surgeons' most difficult challenges in treating patients with aortic diseases. Artivion has over 1,400 employees worldwide with sales representation in over 100 countries. The Company has manufacturing facilities located in Atlanta, Georgia, Austin, Texas and Hechingen, Germany. Additionally, it has sales and distribution offices in various countries throughout Europe, Asia, and South America. For additional information about Artivion, visit our website, www.artivion.com.

Position Overview:

The IT Manager, US / LATAM, will be responsible for leading and transforming regional technology support services across two key locations. This leader will ensure reliable, customer-focused IT operations that meet the needs of a global medical device business. The role will focus on building a high-performing team, driving operational excellence, improving end-user satisfaction, and aligning IT support with business priorities in a regulated environment.

Responsibilities:

Team Leadership & Development - Lead, mentor, and coach a diverse team of IT support engineers across US and LATAM, fostering professional growth, engagement, and accountability.

Operational Excellence - Establish, document, and enforce consistent support processes, aligned to ITIL best practices, ensuring predictable, high-quality service delivery.

Service Delivery Management - Drive continuous improvements in incident resolution times, first-call resolution rates, and customer satisfaction; establish SLAs and track performance against targets.

Escalation & Incident Management - Oversee resolution of critical and high-impact issues, ensuring timely communication to stakeholders and effective root cause analysis.

Compliance & Security - Ensure IT operations adhere to corporate security policies, data protection regulations, and industry-specific compliance requirements (e.g., FDA, SOX).

Project Support & Integration - Partner with global IT and project teams to support technology rollouts, system upgrades, and integrations across the region.

Metrics & Reporting - Define and maintain performance dashboards, providing transparency into team performance, trends, and improvement opportunities for senior IT and business leadership.

Vendor & Partner Management - Oversee external support partners and service providers, ensuring performance against contracts and alignment with company standards.

Culture of Improvement - Champion proactive problem-solving, knowledge sharing, and process automation to drive efficiency and reduce recurring issues.

Qualifications:

• Bachelor's degree in information technology, computer science, or related field, or demonstrable work experience.
• 10+ years of progressive IT experience, with at least 5 years in a people leadership/management role.
• Proven success managing regional or multi-site IT support teams in a global organization.
• Strong knowledge of IT service management framework. ITIL certification and working experience is advantageous.
• Demonstrated ability to improve service delivery, drive process standardization, and manage change.
• Experience working in regulated industries (medical device, pharmaceutical, or healthcare preferred).
• Excellent communication skills in English; Spanish and/or Portuguese advantageous.
• Strong stakeholder management and ability to influence without authority.
• Hands-on technical knowledge across end-user computing, networking, collaboration tools, and enterprise applications.
• Comfortable commuting to Kennesaw, GA headquarters Monday through Friday.