Global Director, IT Field Service Support and Client Engineering

Ingersoll Rand Careers

About The Position

The Global Director, IT Field Service Support & Client Engineering is responsible for delivering a reliable, secure, and consistent end‑user computing experience across a global, 24x7 industrial enterprise. This role owns onsite and remote field support, client engineering, endpoint lifecycle management, and workplace technology standards, enabling high levels of productivity across corporate offices, manufacturing sites, engineering environments, and remote locations. The role leads globally distributed teams and strategic partners, drives standardization and automation, and partners closely with Service Desk leadership, Cybersecurity, Infrastructure, HR, and Business leaders to ensure seamless end‑to-end employee support.

Requirements

10+ years of progressive IT experience with leadership in end‑user computing, field services, or client engineering
Proven experience leading global field service and/or client engineering organizations
Strong understanding of endpoint lifecycle management, desktop engineering, and operational support models
Experience operating in a large, complex, global enterprise—industrial or manufacturing environments strongly preferred
Demonstrated success managing vendors, budgets, and globally distributed teams
Strong executive communication and stakeholder management skills

Nice To Haves

Experience supporting manufacturing plants, engineering teams, or operational technology‑adjacent environments
Endpoint modernization or digital workplace transformation experience
Experience transitioning from traditional deskside support to modern, automated support models
Familiarity with ITIL‑aligned operating models and close Service Desk integration

Responsibilities

Own global Field Service and Deskside Support for all end-user environments, including office, manufacturing, engineering, and remote sites.
Lead onsite and advanced remote support teams responsible for hardware break/fix, hands‑on troubleshooting, device replacement, peripheral support, and local IT presence
Ensure consistent service delivery, support models, and user experience across regions while accommodating site‑specific needs
Partner closely with the global Service Desk organization to ensure smooth ticket handoff, escalation, and issue resolution
Lead end‑user impactful incident response related to field support and endpoint availability
Own the global Client Engineering function, including device standards, operating system strategy, endpoint configuration, imaging, patching, and automation
Define and govern global endpoint standards across laptops, desktops, rugged devices, tablets, and mobile endpoints
Drive modern endpoint management, zero‑touch provisioning, self‑service enablement, and operational automation
Ensure a consistent and supportable client experience across geographies and business segments
Partner with Infrastructure and Collaboration teams to support workplace technology platforms
Partner with Cybersecurity to ensure secure‑by‑design endpoint configurations, compliance, and policy enforcement
Balance security controls with usability to support industrial, engineering, and corporate environments
Reduce operational risk through standardization, automation, lifecycle discipline, and proactive endpoint monitoring
Own global hardware and field support vendor relationships, including managed service providers and onsite support partners
Oversee endpoint asset management, refresh cycles, warranty strategy, and total cost of ownership optimization
Manage budgets and forecasting for endpoint and field service operations, driving efficiency without degrading user experience
Build, lead, and develop high‑performing global teams with a strong customer focus and operational discipline
Establish and track KPIs related to endpoint reliability, field resolution times, device health, and user satisfaction (in partnership with Service Desk reporting)
Serve as a strategic advisor to business leaders on workplace technology and endpoint strategy
Contribute to enterprise IT strategy, roadmaps, and transformation initiatives