Director, Global IT Service – Support

🕒 6 dias atrás

🤠 Texas – Remoto

🤠 Texas – Remote

💵 $139.200 - $174.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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Woolpert

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1911

🏛️ Governo

💰 $2.900.000 Venture Round em 2022-11

Architecture, Engineering & Construction • Government • Mining & Energy

A Woolpert é um fornecedor global líder em serviços geoespaciais e de engenharia, especializado em entregar soluções de mapeamento, análise e modelagem de ponta. Com expertise em planejamento urbano, análise ambiental, manutenção de ativos e iniciativas de cidades inteligentes, a Woolpert utiliza tecnologias avançadas, como LiDAR aéreo e modelagem 3D, para atender setores como governo, mineração e energia. Eles contribuem significativamente para a tomada de decisões baseada em dados e melhoram a eficiência operacional em vários projetos ao redor do mundo.

Descrição

• 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.

🎯 Requisitos

• 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

🏖️ Benefícios

• Freedom to Work program: Set your own schedule and location (as appropriate). • Principal program: Earn the opportunity to become an owner of the firm. • Flexible paid time off/vacation: Take time off when it makes sense for you and your team. • Career development: Explore a wide range of learning and growth opportunities within and across industries. • Health, life, vision, and dental insurance: Cover all your medical bases. • Paid sick time, retirement plan, fitness reimbursement, pet insurance, identity protection, technology stipend, employee assistance program, and more!