Director, Global IT Service & Support

Position Overview

We are seeking a Director, Global IT Service & Support to lead our dynamic Solutions Technology team. Reporting to the Chief Technology Officer, this role focuses on transforming our global end-user experience through proactive support, automation, and outstanding customer service.

What You Will Do

• Define and execute the global roadmap for outsourced IT Service Management (ITSM).
• 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

• Certified as a Great Place to Work, Woolpert offers a robust set of unique benefits including:
• 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!

Pay Range

$139,200 - $174,000 USD

Find out more about what Woolpert has to offer

To learn more about Woolpert’s culture and opportunities, visit us at woolpert.com/about-us/.

About Woolpert

We are an award-winning, global leader in architecture, engineering, and geospatial services. We blend design excellence with cutting-edge technology to deliver exceptional client value. Our team is passionate about their work and committed to building the next generation of industry leaders, and as a certified Great Place to Work®, Woolpert embraces progress and innovation to create limitless opportunities for career growth.