Director, Global IT Service – Support

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🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $139.2k - $174k / year

⏰ Full Time

🔴 Lead

👔 Director

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Woolpert

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1911

🏛️ Government

💰 $2.9M Venture Round on 2022-11

Architecture, Engineering & Construction • Government • Mining & Energy

Woolpert is a leading global geospatial and engineering services provider specializing in delivering cutting-edge mapping, analysis, and modeling solutions. With expertise in urban planning, environmental analysis, asset maintenance, and smart city initiatives, Woolpert utilizes advanced technologies such as Aerial LiDAR and 3D modeling to support sectors like government, mining, and energy. They significantly contribute to data-driven decision-making and enhance operational efficiency in various projects worldwide.

📋 Description

• 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.

🎯 Requirements

• 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

• 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!