Director, Global IT Service & Support

About Woolpert

Woolpert is a globally recognized leader in architecture, engineering, and geospatial services. We combine outstanding design quality with the latest technology to provide exceptional value to clients. Our team is dedicated and passionate, committed to fostering the next generation of industry leaders. Certified as a Great Place to Work®, Woolpert champions innovation and progress to offer vast opportunities for career advancement.

Position Summary

We are seeking a Director for Global IT Service & Support to be part of our vibrant Solutions Technology team. Reporting directly to the Chief Technology Officer, this role is pivotal in transforming the end-user IT experience worldwide. You will collaborate closely with the Director of IT Solutions to oversee a complex organization that includes the IT Service Desk and BPO support frameworks, ensuring seamless, scalable, and superior IT service delivery. Utilizing a matrix management structure, you will lead regional teams to uphold global consistency while considering local operational requirements.

Key Responsibilities

• Develop and implement a global strategy for outsourced IT Service Management, emphasizing proactive support, automation, and outstanding customer experiences.
• Direct management of the Global IT Service Desk and on-site support groups, driving adherence to and surpassing of stringent Service Level Agreements (SLAs) and Experience Level Agreements (XLAs).
• Provide strategic leadership and functional direction to regional IT support groups within a matrixed environment to maintain unified, high-quality service across all regions.
• Oversee relationships with third-party Managed Service Providers (MSPs) and Business Process Outsourcing (BPO) partners, ensuring accountability and continuous service enhancements.
• Collaborate in migrating legacy IT Service Management tools to modern, cloud-based Service Desk platforms.
• Lead IT support operations related to global mergers and acquisitions, managing due diligence to rapid integration of devices, systems, and service cultures.

Candidate Profile

• More than 15 years of progressive leadership experience in IT Operations with an emphasis on global support functions.
• A bachelor's degree in Computer Science, Management Information Systems, or a closely related field; a master's degree or MBA is preferred.
• Proven ability to manage distributed teams across various time zones and cultures within a matrixed reporting environment.
• Extensive experience managing large-scale outsourced support contracts and offshore delivery centers.
• Hands-on expertise in integrating IT support services during complex international acquisitions.
• Strong knowledge of ITIL frameworks, and familiarity with ITSM tools such as FreshWorks or equivalent, as well as enterprise end-user computing technologies.
• Capability to translate complex business needs into executable IT service strategies.
• Willingness and ability to travel up to 20% for business needs.

Additional Information

Visa sponsorship is not available; candidates must have valid work authorization in the United States.

Compensation and Benefits

• Annual salary ranging from $139,200 to $174,000 USD, dependent on skills, experience, and job knowledge.
• Flexibility to set your own work schedule and location under the Freedom to Work program.
• Opportunity to earn ownership in the company through the Principal program.
• Generous flexible paid time off and vacation policies.
• Comprehensive career development opportunities across various industries.
• A broad array of health, dental, life, and vision insurance plans.
• Additional benefits including paid sick leave, retirement plans, fitness reimbursements, pet insurance, identity protection, technology stipends, and employee assistance programs.

Equal Opportunity Employer

Woolpert is fully committed to diversity and inclusion, ensuring recruitment, training, compensation, and promotions occur without discrimination on any legally protected basis.

Contact and Notices

Applicants requiring accommodations in the application or interview process should request them in advance by contacting HR. To reschedule or cancel interviews, candidates should coordinate with their recruiter. Agency inquiries or outreach without a prior agreement are not entertained.