Director, Global IT Support

AeroVironment•Herndon, VA

2d•$163,000 - $261,000•Onsite

About The Position

The Director, Global IT Support is a senior technology leader responsible for overseeing enterprise-wide end-user support for approximately 5,000 employees across multiple locations. This role leads the strategic planning, operational execution, and continuous improvement of the employee-facing IT support function, including the global service desk, endpoint support, collaboration tools, identity management, and IT onboarding/offboarding. This individual will drive a high-performance support culture focused on service excellence, automation, scalability, and operational transparency. Reporting to the VP of IT, the IT Director will work cross-functionally to align IT services with business needs, ensure positive employee experiences, and maintain IT compliance across systems and processes.

Requirements

Bachelor’s degree in computer science, Information Systems, or related field; master’s degree a plus.
12+ years of IT support or infrastructure experience, with 5+ years in IT leadership roles within a large, enterprise-scale environment (1,000+ users).
Proven track record leading service desk, desktop support, and collaboration tool teams at scale.
Deep knowledge of Microsoft 365, collaboration platforms, endpoint management, and IAM solutions.
Strong understanding of ITSM frameworks (e.g., ITIL) and enterprise service management tools (e.g., ServiceNow).
Exceptional leadership, communication, and vendor management skills.
U.S. Citizen, U.S. Permanent Resident (Green Card holder) or asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) required.
Must be able to travel within the Continental U.S. and internationally when required.

Nice To Haves

ITIL v4, HDI, or other relevant certifications.
Excellent written and verbal communication skills
Strong analytical, critical thinking and interpersonal skills, with the ability to speak and write persuasively
Demonstrated experience working with cross-functional teams; ability to develop and maintain internal and external trusting, professional relationships
Uses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on the situational circumstances
Inspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employees
Brings organizational values to life using personality, uniqueness, and the creation of a shared vision
Champions the process of change and promotes a culture of quick adaptation while helping others deal with the effects of change
Takes ownership and responsibility for assigned tasks
Is committed to learning from mistakes and driven to improve and enhance performance of oneself, others, and the company
Focuses on teamwork and puts the success of the team above one's own interests

Responsibilities

Define and execute the enterprise internal support strategy to meet the needs of a large, distributed workforce.
Align support capabilities with organizational goals, digital workplace initiatives, and employee productivity outcomes.
Develop and manage key performance indicators (SLAs, CSAT, FCR, MTTR) to measure and continuously improve service delivery.
Lead and scale a globally distributed team of service desk agents, endpoint engineers, and application support specialists.
Manage support staffing strategies, including onshore/offshore models, tiered escalation, and 24/7 coverage planning.
Oversee third-party support vendors and MSP relationships, ensuring accountability to performance expectations.
Oversee daily operations of the enterprise IT service desk, with responsibility for ticket volume management, quality assurance, and process compliance.
Own endpoint lifecycle management including provisioning, imaging, device security, and asset tracking.
Ensure seamless onboarding/offboarding processes, including automated provisioning, device delivery, and access control.
Serve as the senior point of escalation for employee support issues impacting business continuity.
Maintain strong relationships with HR, Facilities, Security, and business leadership to ensure IT services meet user and business needs.
Provide regular reporting and executive-level visibility into support performance, trends, and strategic improvements.