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Director, Global IT Service & Support

1 month ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Apply Now
Woolpert

Woolpert

Woolpert is a leading architecture, engineering, and geospatial firm that innovates with advanced technology to serve diverse clients globally.

Construction & Engineering
1K-5K
Founded 1911
$3M raised
View All Jobs 11

Description

  • Define and execute the global roadmap for outsourced IT service management, with a focus on proactive support, automation, and customer service.
  • Manage the global IT Service Desk and support on-site teams while setting and exceeding service level targets.
  • Provide functional leadership and strategic direction to regional IT support teams in a matrixed environment.
  • Manage relationships with third-party MSPs and outsourced service providers to ensure accountability and continuous improvement.
  • Work with the Director, IT Solutions to migrate legacy ITSM tools to cloud-native Service Desk tools.
  • Lead IT support workstreams for global mergers and acquisitions, including due diligence and integration of devices, support systems, and service cultures.

Requirements

  • 15+ years of progressive IT operations leadership experience, focused on global support functions.
  • Bachelor's degree in computer science, MIS, or a related field.
  • Master's degree or MBA preferred.
  • Proven experience managing distributed teams across multiple time zones and cultures in a matrixed reporting structure.
  • Deep experience managing large-scale outsourced support contracts and offshore delivery centers.
  • Direct experience leading IT support integration during complex global acquisitions.
  • Strong familiarity with ITIL frameworks, FreshWorks or similar ITSM tools, and enterprise end-user computing technologies.
  • Ability to translate complex business requirements into actionable IT service strategies.
  • Must already have work authorization in the country where the job is located; visa sponsorship is not available.
  • Must be able to travel up to 20% for business purposes.

Benefits

  • Competitive pay with a base salary range of $139,200 to $174,000 USD.
  • Freedom to Work program with flexibility to set your schedule and location, as appropriate.
  • Principal program with the opportunity to become an owner of the firm.
  • Flexible paid time off and vacation.
  • Health, life, vision, and dental insurance.
  • Paid sick time and a retirement plan.
  • Fitness reimbursement, pet insurance, identity protection, technology stipend, and an employee assistance program.
  • Career development opportunities and growth across industries.

Interested in this position?

Apply directly on the company website

Apply Now

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