Senior Director of IT & Customer Support

We need to output HTML fragment with sections: About the role? The posting includes description before responsibilities. We need to use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections when posting has real, specific content. We need to preserve all substantive info. Remove boilerplate like EEO, etc. Also remove application instructions. We need to parse the posting. Content: - Intro paragraph about Worldscape and role description. - Then "Responsibilities:" with subheadings: Information Technology Leadership, Security & Compliance, Customer Support Leadership, Service Management & Operations, Customer & Product Partnership, Team Leadership. - Then "Required Qualifications:" list bullet points. - Then "Preferred Qualifications:" list bullet points. - Then "Why Worldscape?" paragraph about culture. - Then "What we offer:" bullet list of benefits. - Then "Worldscape is committed to creating a diverse..." EEO line - remove. We need to map to sections: About the role (intro), Responsibilities (the responsibilities section), Requirements? Possibly combine Required Qualifications as Requirements? The spec says use headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have Required Qualifications and Preferred Qualifications. Could map Required Qualifications to Requirements heading, Preferred Qualifications to Qualifications heading? Or maybe Qualifications heading for both? But we need to follow spec: Use headings exactly those names. We can include sections only if content exists. We have content for About the role (intro). Responsibilities (the bullet list under Responsibilities). Requirements (maybe Required Qualifications). Qualifications (maybe Preferred Qualifications). Skills? Not explicitly listed; maybe we can omit Skills if no specific skills section. Benefits: we have "What we offer:" bullet list includes benefits. Pay: not specified (only "Competitive salary and meaningful equity" but that's vague; we should not include Pay unless specific numbers. The spec says never emit a heading followed by filler/placeholder text like "commensurate with experience", "not specified", "N/A", "varies", "TBD". "Competitive salary and meaningful equity" is vague but maybe acceptable? It's not a specific number. Might be considered filler. Safer to omit Pay section. Schedule: not specified; omit. Thus sections: About the role, Responsibilities, Requirements, Qualifications, Benefits. We need to use

for each heading. Use

• for any list of duties/requirements/benefits. Use

  for prose. We need to preserve all substantive info; not invent or summarize away detail. We need to format responsibilities subheadings? The spec only says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid using other headings inside? Probably we should keep the subheadings as

  or maybe ? But we can keep them as

  with bold? However we must not add extra headings not listed. Could treat subheadings as

  with strong text. We need to preserve all bullet points under each responsibility category. Thus structure:

  About the role

  Worldscape is a cutting-edge platform ... (the intro paragraph up to "This role requires someone comfortable working in a fast-growing technology company where automation, security, customer obsession, operational discipline, and speed matter equally.") That's the prose. Then

  Responsibilities

  Then we need to list responsibilities. Could use
  • for each top-level responsibility area, and inside each li we can have

    with subheading bold and then another

    for sub-bullets. But spec says use
    • for any list of duties/requirements/benefits. It doesn't forbid nested lists. We'll do that. Thus:
      • Information Technology Leadership
        • Own Worldscape's enterprise IT strategy, architecture, operations, and roadmap
        • Build scalable IT infrastructure capable of supporting rapid company growth
        ... etc.
      ... Similarly for other sections. Then

      Requirements

      for Required Qualifications bullet list. Then

      Qualifications

      for Preferred Qualifications bullet list. Then

      Benefits

      for What we offer bullet list. We must not include Pay or Schedule. We need to ensure we don't include boilerplate like EEO line. Let's extract the exact text. Intro paragraph: "Worldscape is a cutting-edge platform designed to unify distributed data, sensors, and intelligent agents across cloud, on-prem, and edge environments. By combining geospatial intelligence, physics-based 3D simulation, and reward-driven AI, Worldscape enables organizations to build immersive digital twins for predictive modeling, scenario planning, and adaptive decision-making. With a zero-trust security framework, seamless integration with legacy systems, and robust developer tools, Worldscape empowers rapid deployment of agentic applications that drive resilience and efficiency in sectors like logistics, telecom, defense, and infrastructure. Worldscape is seeking an experienced Senior Director of IT & Customer Support to lead two critical functions as the company rapidly scales: enterprise Information Technology and global Customer Support. This leader will own Worldscape's internal IT environment, ensuring employees have secure, reliable, and highly automated technology services while maintaining the security and compliance posture required to operate across commercial, defense, and classified environments. The role will establish scalable IT operations spanning identity, endpoints, collaboration, networking, cloud services, enterprise applications, service management, asset management, and employee technology support. In parallel, this leader will build Worldscape's customer support organization from the ground up, establishing the people, processes, systems, service levels, and operating model required to provide 24x7 support for mission-critical customers. The organization must support commercial enterprises as well as U.S. Government and national security customers operating Worldscape across cloud, private cloud, air-gapped, and other secure environments. The Senior Director will be a hands-on leader who can establish the strategy and architecture while also building and operating the systems required today. This role requires someone comfortable working in a fast-growing technology company where automation, security, customer obsession, operational discipline, and speed matter equally." That's the About the role. Now Responsibilities sections: Under "Responsibilities:" we have headings: Information Technology Leadership Security & Compliance Customer Support Leadership Service Management & Operations Customer & Product Partnership Team Leadership Each with bullet points. Let's capture each bullet. Information Technology Leadership bullets: - Own Worldscape's enterprise IT strategy, architecture, operations, and roadmap - Build scalable IT infrastructure capable of supporting rapid company growth - Lead identity and access management, endpoint management, networking, collaboration systems, enterprise applications, and employee technology services - Own administration and operational governance of Microsoft 365, Entra ID, Azure/AWS-related enterprise services, and other core SaaS platforms - Establish standardized device provisioning, configuration, patching, lifecycle management, and secure decommissioning - Develop scalable onboarding and offboarding processes in partnership with HR, Security, and Operations - Establish enterprise asset, software license, and technology inventory management - Build a highly responsive internal IT service desk with measurable service levels and employee satisfaction metrics - Drive automation and self-service wherever practical to enable a rapidly scaling workforce without proportionally scaling IT headcount - Develop IT operating procedures, standards, documentation, disaster recovery plans, and business continuity capabilities - Manage IT vendors, service providers, licensing agreements, and technology budgets. Security & Compliance bullets: - Partner closely with Worldscape's Security organization to ensure enterprise IT meets company and customer security requirements - Implement and maintain appropriate identity, endpoint, network, device, data protection, logging, and access-control policies - Support Worldscape's compliance obligations and certifications, including SOC 2, CMMC, ISO 27001, FedRAMP, and other applicable government security frameworks - Ensure IT systems, processes, and documentation are audit-ready and continuously maintained - Support secure operations across commercial and government environments - Establish appropriate privileged-access management and administrative controls - Partner with Security on incident detection, response, investigation, remediation, and post-incident improvement - Help establish secure operating practices for employees handling sensitive customer and government information. Customer Support Leadership bullets: - Design, build, and lead Worldscape's 24x7 customer support organization - Establish a scalable support operating model capable of supporting commercial, defense, intelligence, and allied customers - Define Tier 1, Tier 2, and Tier 3 support responsibilities and escalation paths across Customer Support, Product, Engineering, Studios, Mission Teams, and Security - Establish customer-facing service levels, response objectives, severity classifications, escalation procedures, and incident communications - Build support coverage models, staffing plans, rotations, and on-call procedures required for 24x7 operations - Implement the customer support platform, ticketing system, knowledge base, monitoring integrations, and operational dashboards - Develop standardized support processes for incidents, service requests, defects, outages, customer escalations, and operational questions - Establish major-incident management processes for mission-critical customer issues - Ensure customers receive timely, professional, technically credible support throughout the lifecycle of an issue - Build processes capable of supporting customers operating Worldscape in cloud, private, disconnected, air-gapped, and secure government environments - Partner with Product Management and Engineering to ensure recurring customer issues become actionable product improvements. Service Management & Operations bullets: - Establish a modern service management discipline across both internal IT and external customer support - Define and track SLAs, SLOs, KPIs, incident metrics, availability measures, customer satisfaction, and operational performance - Establish incident, problem, change, configuration, and knowledge management practices appropriate for Worldscape's scale - Create operational dashboards that provide leadership with visibility into service health, support demand, response times, recurring issues, and organizational capacity - Develop runbooks and playbooks for common incidents and customer support scenarios - Lead root-cause analysis and corrective-action processes following significant incidents - Drive continuous improvement based on operational data rather than anecdotal issues - Identify opportunities to use AI, agents, automation, telemetry, and self-service to improve both employee and customer support. Customer & Product Partnership bullets: - Develop trusted relationships with Worldscape customers and technical stakeholders - Serve as the senior escalation point for critical customer support issues - Partner with Worldscape Studios, Mission Teams, Product Management, and Engineering to ensure customers receive coordinated support - Establish clear mechanisms for feeding support trends and customer issues into the product roadmap - Participate in customer readiness reviews for major deployments and launches - Ensure supportability, observability, documentation, diagnostics, and operational readiness are considered during product development - Help establish customer-facing documentation, knowledge bases, troubleshooting guides, and operational runbooks - Represent Customer Support during major customer deployments, exercises, demonstrations, and operational events when required. Team Leadership bullets: - Recruit, build, mentor, and develop high-performing IT and Customer Support teams - Develop the staffing and organizational model required to transition Customer Support to full 24x7 operations - Establish clear roles, responsibilities, career paths, performance expectations, and operating rhythms - Build a culture of customer obsession, accountability, urgency, technical excellence, security, and continuous improvement - Develop leaders capable of independently managing IT operations, service desk functions, support shifts, and customer escalations - Coordinate effectively with Engineering, Product, Mission, Studio, Security, HR, Finance, and Executive Leadership - Create an organization capable of scaling substantially while maintaining a high level of service. Now Required Qualifications bullet list: - Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, Cybersecurity, Business, or a related discipline. Equivalent significant professional experience may be considered - 12+ years of progressive experience in enterprise IT, technical operations, customer support, service delivery, or related technology organizations - 5+ years of senior leadership experience building and