Director, Global IT Support

Worker Type

Job Description

 

Summary

The Director, Global IT Support is a senior technology leader responsible for overseeing enterprise-wide end-user support for approximately 5,000 employees across multiple locations. This role leads the strategic planning, operational execution, and continuous improvement of the employee-facing IT support function, including the global service desk, endpoint support, collaboration tools, identity management, and IT onboarding/offboarding. This individual will drive a high-performance support culture focused on service excellence, automation, scalability, and operational transparency. Reporting to the VP of IT, the IT Director will work cross-functionally to align IT services with business needs, ensure positive employee experiences, and maintain IT compliance across systems and processes. 

Position Responsibilities

• Define and execute the enterprise internal support strategy to meet the needs of a large, distributed workforce.
• Align support capabilities with organizational goals, digital workplace initiatives, and employee productivity outcomes.
• Develop and manage key performance indicators (SLAs, CSAT, FCR, MTTR) to measure and continuously improve service delivery.
• Lead and scale a globally distributed team of service desk agents, endpoint engineers, and application support specialists.
• Manage support staffing strategies, including onshore/offshore models, tiered escalation, and 24/7 coverage planning.
• Oversee third-party support vendors and MSP relationships, ensuring accountability to performance expectations.
• Oversee daily operations of the enterprise IT service desk, with responsibility for ticket volume management, quality assurance, and process compliance.
• Own endpoint lifecycle management including provisioning, imaging, device security, and asset tracking.
• Ensure seamless onboarding/offboarding processes, including automated provisioning, device delivery, and access control.
• Serve as the senior point of escalation for employee support issues impacting business continuity.
• Maintain strong relationships with HR, Facilities, Security, and business leadership to ensure IT services meet user and business needs.
• Provide regular reporting and executive-level visibility into support performance, trends, and strategic improvements.

Basic Qualifications (Required Skills & Experience)

• Bachelor’s degree in computer science, Information Systems, or related field; master’s degree a plus.
• 12+ years of IT support or infrastructure experience, with 5+ years in IT leadership roles within a large, enterprise-scale environment (1,000+ users).
• Proven track record leading service desk, desktop support, and collaboration tool teams at scale.
• Deep knowledge of Microsoft 365, collaboration platforms, endpoint management, and IAM solutions.
• Strong understanding of ITSM frameworks (e.g., ITIL) and enterprise service management tools (e.g., ServiceNow).
• Exceptional leadership, communication, and vendor management skills.

Other Qualifications & Desired Competencies

• ITIL v4, HDI, or other relevant certifications.
• Excellent written and verbal communication skills
• Strong analytical, critical thinking and interpersonal skills, with the ability to speak and write persuasively
• Demonstrated experience working with cross-functional teams; ability to develop and maintain internal and external trusting, professional relationships
• Uses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on the situational circumstances
• Inspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employees
• Brings organizational values to life using personality, uniqueness, and the creation of a shared vision
• Champions the process of change and promotes a culture of quick adaptation while helping others deal with the effects of change
• Takes ownership and responsibility for assigned tasks
• Is committed to learning from mistakes and driven to improve and enhance performance of oneself, others, and the company
• Focuses on teamwork and puts the success of the team above one's own interests

Physical Demands

• Ability to sit, stand, stoop, reach, lift (up to 10 lbs.), bend, etc.  Hand and wrist dexterity to utilize the computer.
• May require travel to sites/program and special functions.

Environmental Conditions Critical to Performance:

• W