Woolpert

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

Construction & Engineering

Industrials

1K-5K (1500)

Founded 1911

$3M raised

13 open positions

Links

View All Jobs

Director, Global IT Service & Support

4 days, 12 hours ago

United States

Full-time

Lead

Operations Manager

Customer and Technical Support

Apply Now

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 13

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

Similar Roles

Service Catalog Manager

Accenture 100K+ Professional Services

Accenture Federal Services is hiring a Service Catalog Manager to maintain and evolve the IT service catalog that supports a U.S. federal government client environment.

United States Full-time Mid Level Operations Manager

$79k-$160k

11 hours, 45 minutes ago

Apply

11 hours, 45 minutes ago

Parallel is hiring a Head of Retail to lead multi-state retail operations from Florida, with primary responsibility for driving profitability, customer experience, and consistent execution across stores in Florida, Massachusetts, and Texas.

United States Full-time Executive Operations Manager

12 hours ago

Apply

12 hours ago

Senior Workforce & Planning Manager

HeliosX 51-250 Health Care Providers & Services

HeliosX is hiring a Senior Workforce Manager to lead workforce planning and customer service insights for its global, multi-brand operations as the company scales across international markets.