Director, IT

Position Overview

We are seeking a dynamic and innovative Director of Global Support to lead our global support team within the Global Enterprise Technology (GET) department. This role is critical in ensuring seamless and efficient support operations, enhancing user experience, and driving continuous improvement across our global enterprise. Reporting to the Senior Director of GET, you will oversee the Triage team, L2 support, and AV&C, working closely with pillar leaders to align strategies with overall business goals.

Key Responsibilities

• Lead and manage globally distributed teams (Triage, L2 support, and AV&C) to ensure high performance and alignment with GET objectives.
• Develop and implement strategic plans to optimize global support operations and enhance service delivery.
• Collaborate closely with the Senior Director of GET and pillar leaders to integrate ITIL best practices and drive continuous improvement.
• Implement innovative solutions, including enterprise AI support tools, to automate processes and improve resolution speed.
• Manage the global support budget effectively while ensuring compliance with security standards and risk management.

Required Qualifications

• Bachelor's degree in Business Administration, Information Technology, or a related field – or equivalent experience.
• 8+ years of experience managing Global IT Support teams with proven leadership skills.
• Experience developing and implementing AI self-service capabilities resulting in measurable case deflection and higher CSAT.
• Strong understanding of ITIL best practices and service management principles.
• Proficient in developing and utilizing metrics and KPIs to drive operational excellence.
• Excellent communication, collaboration, and leadership skills complemented by a data-driven, results-oriented mindset.
• Proven experience in budget management.

Preferred Qualifications

• Bonus: Experience successfully implementing a VIP Support function.

Benefits & Perks

• Employee affinity groups
• Fertility assistance
• Generous parental leave policy
• Supportive and enriching culture that champions career growth and personal development
• Accommodations for individuals with disabilities throughout the hiring process