Director, Global IT Service & Support
$139,200–$174,000 year
On-site · Fort Worth, Texas, United States
Job Summary
Director, Global IT Service & Support to transform the global end-user experience and lead a multi-faceted IT service organization. Responsible for managing the Global IT Service Desk and on-site teams, governing MSPs/BPO providers, migrating legacy ITSM tools to cloud-native Service Desk tools, and driving IT service strategies across regional teams in a matrixed environment. Will lead IT support workstreams for global mergers and acquisitions, ensuring seamless end-user device and service integration across time zones and cultures. The role requires strategic leadership, strong vendor-management capabilities, ITIL fluency, and ability to translate complex business requirements into actionable IT service plans. Willingness to travel up to 20% of the time.
Required Qualifications
- Bachelor's degree in computer science, MIS, or related field
- 15+ years of progressive leadership experience in IT Operations, specifically focused on Global Support Functions
- 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
- Must be able to travel up to 20% of the time for business purposes
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