Global Manager, IT Employee Services

NICE•Hoboken, NJ

About The Position

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. The Global Manager, IT Employee Services leads NiCE’s worldwide employee technology support organization, overseeing the 24/7 Global Service Desk (Tier 1) and three regional Tech Support teams (EMEA/IL, Americas, and APAC) and Mobile Team. This leadership role owns all employee support channels, including chat, portal, onsite, and remote services, while driving exceptional employee experiences and operational excellence. The position is responsible for advancing automation and Ailed support strategies, unifying global processes and tools, and partnering closely with IT, Security, HR, Facilities, and Engineering to deliver a seamless, modern, and scalable support ecosystem. Impact Areas Operational Excellence & Proactive Strategy Proactive Service Evolution: Transition from reactive troubleshooting to a preventative service model by leveraging deep data analytics and trend forecasting to resolve issues before they impact the business. Scalable Global Infrastructure: Architect robust staffing models and readiness plans to ensure seamless, 24/7 global operations across all time zones. Strategic Process Ownership: Drive the maturity of ITSM practices (Incident, Request, Problem, Knowledge, and Change Management) to ensure operational stability and governance. Performance Benchmarking: Establish and monitor high-impact KPIs, including FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to maintain a culture of continuous improvement. Use AI technologies to enhance self-service, streamline knowledge management, and create intuitive, frictionless digital experiences for a global workforce.Professional Team Development High-Performance Leadership: Lead and mentor a distinguished, professional Global Service Desk (GSD) team, fostering a culture of technical excellence, empathy, and professional growth. Executive-Grade Support: Cultivate a team capable of providing white-glove support for executive leadership and key stakeholders, ensuring zero-friction technology experiences. Knowledge & Documentation Standards: Maintain a gold-standard repository for ticketing and technical documentation, promoting a culture of collaborative knowledge sharing and rapid onboarding. Innovation & Digital Transformation Next-Gen Automation: Accelerate the digital roadmap by expanding AI-driven virtual agents, sophisticated automation workflows, and intuitive self-service portals to reduce manual overhead. Cross-Platform Technical Mastery: Ensure the team delivers elite troubleshooting across a diverse ecosystem of devices (macOS, Windows, Mobile) and enterprise platforms. Strategic Stakeholder Alignment: Serve as a confident liaison between IT and business units, translating complex technical data into strategic insights that drive organizational value. Crisis & Vendor Management: Expertly manage major incidents and business communications while nurturing strategic vendor partnerships to ensure the highest tier of service delivery.

Requirements

Bachelor’s degree in information technology or a related field preferred.
8–12+ years of experience in IT Support or IT Operations, including 4–6+ years leading global or multi‑site teams.
Demonstrated ability to leverage operational metrics to drive improvements in the employee technology experience.
Strong ITSM expertise with a solid technical foundation; familiarity with automation, self-service, and AI driven support models.
Proven experience implementing AI-driven support models, including virtual agents, predictive issue detection, intelligent routing, and automated remdiation workflows to elevate the employee support experience.
Demonstrated ability to design and scale automation frameworks within ITSM platforms, reducing manual workload and increasing first contact resolution.
Exceptional communication, leadership, and stakeholder management skills.

Nice To Haves

Experience managing follow the sun operations and supporting distributed global teams.
Proven success developing or scaling executive level/VIP support programs.
Track record of leading continuous improvement initiatives to enhance service quality and operational efficiency.

Responsibilities

Proactive Service Evolution: Transition from reactive troubleshooting to a preventative service model by leveraging deep data analytics and trend forecasting to resolve issues before they impact the business.
Scalable Global Infrastructure: Architect robust staffing models and readiness plans to ensure seamless, 24/7 global operations across all time zones.
Strategic Process Ownership: Drive the maturity of ITSM practices (Incident, Request, Problem, Knowledge, and Change Management) to ensure operational stability and governance.
Performance Benchmarking: Establish and monitor high-impact KPIs, including FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to maintain a culture of continuous improvement.
Use AI technologies to enhance self-service, streamline knowledge management, and create intuitive, frictionless digital experiences for a global workforce.
High-Performance Leadership: Lead and mentor a distinguished, professional Global Service Desk (GSD) team, fostering a culture of technical excellence, empathy, and professional growth.
Executive-Grade Support: Cultivate a team capable of providing white-glove support for executive leadership and key stakeholders, ensuring zero-friction technology experiences.
Knowledge & Documentation Standards: Maintain a gold-standard repository for ticketing and technical documentation, promoting a culture of collaborative knowledge sharing and rapid onboarding.
Next-Gen Automation: Accelerate the digital roadmap by expanding AI-driven virtual agents, sophisticated automation workflows, and intuitive self-service portals to reduce manual overhead.
Cross-Platform Technical Mastery: Ensure the team delivers elite troubleshooting across a diverse ecosystem of devices (macOS, Windows, Mobile) and enterprise platforms.
Strategic Stakeholder Alignment: Serve as a confident liaison between IT and business units, translating complex technical data into strategic insights that drive organizational value.
Crisis & Vendor Management: Expertly manage major incidents and business communications while nurturing strategic vendor partnerships to ensure the highest tier of service delivery.