Director, Global IT Service – Support

This is a fully remote position, open to applicants in Texas.

📋 Description

• Develop and implement a comprehensive global strategy for outsourced IT Service Management (ITSM), prioritizing proactive support, automation, and exceptional customer service.

• Oversee various components of our Global IT Service Desk and assist on-site teams; establish and surpass stringent SLAs/XLAs (Experience Level Agreements).

• Offer functional leadership and strategic guidance to regional IT support teams in a matrixed framework to maintain a cohesive global service standard.

• Cultivate strategic partnerships with third-party MSPs and outsourced service providers (BPOs), ensuring accountability and ongoing service enhancements.

• Collaborate with the Director of IT Solutions to facilitate the successful transition from legacy ITSM tools to new cloud-based Service Desk solutions.

• Direct IT Support initiatives during global mergers and acquisitions, from initial assessments to the swift integration of end-user devices, support systems, and service cultures.

⛳️ Requirements

• Over 15 years of advancing leadership experience in IT Operations, particularly within Global Support Functions.

• Bachelor's degree in computer science, Management Information Systems (MIS), or a related field.

• Master's Degree or MBA is preferred.

• Established history of managing distributed teams across various time zones and cultures within a matrixed reporting structure.

• Extensive experience overseeing large-scale outsourced support contracts (MSPs) and offshore delivery centers.

• Direct involvement in the successful integration of IT support services during intricate global acquisitions.

• Strong knowledge of ITIL frameworks, FreshWorks (or equivalent ITSM tools), and enterprise-level end-user computing technologies.

• Capacity to convert complex business requirements into executable IT service strategies.

• Willingness to travel up to 20% of the time for business-related purposes.

🏝️ Benefits

• Freedom to Work program: Establish your own schedule and location (as appropriate).

• Principal program: Gain the opportunity to become a stakeholder in the firm.

• Flexible paid time off/vacation: Take time off when it aligns with your needs and those of your team.

• Career development: Access a wide array of learning and growth opportunities across various industries.

• Health, life, vision, and dental insurance: Ensure all your medical needs are covered.

• Paid sick leave, retirement plan, fitness reimbursement, pet insurance, identity protection, technology stipend, employee assistance program, and more!