Dir, IT Infrastructure (Global Client Support)

About the position

Responsibilities

  • Lead the Global Service Desk and On-site Client Support Teams.
  • Develop and maintain IT Service Management policies and operating procedures.
  • Accountable for standard Senior D&IT report-outs and financial budget planning.
  • Translate strategy into efficient and effective goals and operating plans.
  • Develop and own the Service Management systems roadmap, including ServiceNow capability improvements.
  • Establish processes and policies to build a high-performing organization.
  • Manage IT infrastructure purchases, agreements, and vendor relationships.
  • Drive continuous improvement and set goals for teams to enhance processes.
  • Oversee project management methodologies across the Infrastructure team.
  • Empower and support direct report management team in their functional responsibilities.

Requirements

  • Bachelor's degree in Computer Engineering, MIS, Computer Science, Industrial Design, Business, or related fields.
  • 15+ years of progressive IT infrastructure experience.
  • 7+ years of IT infrastructure leadership experience managing teams across global service desk and client support.
  • Direct experience with ServiceNow, Jira, Kanban, and Microsoft Teams preferred.
  • Proven process and operations mindset with a focus on critical KPIs.
  • Strong leadership, customer focus, and analytical skills.

Nice-to-haves

  • Experience in a growth-driven and fast-paced organization.
  • Ability to collaborate and influence in a cross-functional environment.

Benefits

  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Employee stock ownership plan
  • Gym membership
  • Health insurance
  • Life insurance
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