Head of Enterprise Support and Service Operations

About the role

This leader will oversee a global support organization and shape the delivery model for enterprise IT services across regions and time zones. The role focuses on improving service quality, employee experience, and operational efficiency through stronger governance, automation, and modern support practices. This is a highly visible leadership position that partners closely with security, HR, and business stakeholders while guiding senior managers and directors.

Responsibilities

• Oversee global, multi-tier IT service desk operations with 24x7 coverage and incident management
• Manage the lifecycle and strategy for end-user computing and workplace technology
• Drive shift-left opportunities through cross-competency L1.5 and L2 IT support
• Lead a white-glove executive support model for priority functions and senior leaders
• Guide structural changes including workforce transitions and service model shifts
• Own and manage the consolidated budget while executing cost rationalization initiatives
• Define and implement an automation roadmap leveraging AIOps for enhanced operational efficiency

Qualifications

• 12+ years of IT operations or service delivery leadership experience
• 5+ years leading global, multi-region organizations with 300+ team members
• Proven track record in building and retaining a senior management team
• Experience transforming enterprise IT service desks or digital workplace organizations
• Direct experience managing P&L or cost centers with a focus on cost reduction and service quality
• Hands-on leadership in AI-driven IT operations and AIOps implementation
• Familiarity with ITSM platforms and ITIL-aligned governance practices

Pay

$150,000 – $180,000 annually

Benefits

• Opportunity to lead and shape IT service delivery on a global scale
• Exposure to cutting-edge AI and automation technologies in operations
• Focus on employee experience through improved IT service management
• Collaborative environment working with security, HR, and business stakeholders
• Possibility for professional growth by mentoring senior managers and directors