Director, Global IT Service & Support
About the role
Position Overview
Woolpert is hiring a Director, Global IT Service & Support to join our dynamic Solutions Technology team. This position reports to our Chief Technology Officer and is responsible for driving the transformation of our global end-user experience. You will work in collaboration with the Director, IT Solutions, to lead a multi-faceted organization, including supporting our IT Service Desk and BPO Support models, to deliver seamless, scalable, and high-quality IT services. Using a matrixed management model, you will provide strategic guidance to regional teams, ensuring global consistency while respecting local operational needs.
We are unable to provide visa sponsorship for this position. Applicants must already possess work authorization in the country the job is located.
What You Will Do:
- Define and execute the global roadmap for outsourced IT Service Management (ITSM), focusing on proactive support, automation, and outstanding customer service.
- Manage various aspects of our Global IT Service Desk and support on-site teams; set and exceed rigorous SLAs/XLAs (Experience Level Agreements).
- Provide functional leadership and strategic direction to regional IT support teams in a matrixed environment to ensure a unified global service standard.
- Manage strategic relationships with third-party MSPs and outsourced service providers (BPOs), ensuring accountability and continuous service improvement.
- Work with the Director, IT Solutions to ensure successful migration of legacy ITSM tools to new cloud-native Service Desk tools.
- Lead IT Support workstreams for global mergers and acquisitions, from initial due diligence to the rapid integration of end-user devices, support systems and service cultures.
What You Will Bring:
- 15+ years of progressive leadership experience in IT Operations, specifically focused on Global Support Functions.
- Bachelor's degree in computer science, MIS, or related field
- Master's Degree or MBA preferred
- Proven track record of managing distributed teams across multiple time zones and cultures within a matrixed reporting structure.
- Deep experience managing large-scale outsourced support contracts (MSPs) and offshore delivery centers.
- Direct experience leading successful integration of IT support services during complex global acquisitions.
- Strong familiarity with ITIL frameworks, FreshWorks (or similar ITSM tools), and enterprise-level end-user computing technologies.
- Ability to translate complex business requirements into actionable IT service strategies.
Must be able to travel up to 20% of the time for business purposes
Benefits You Will Love
- Freedom to Work program: Set your own schedule and