It Director Jobs

About The Position

Requirements

• 12+ years of IT experience.
• 7+ years leading large-scale, global Service Desk or Helpdesk operations in high-growth SaaS or technology environments.
• Experience working within an IT product operating model, defining services as products, building roadmaps, and delivering iterative improvements to employee experience.
• Demonstrated success driving self-service adoption and automation at scale.
• Hands-on experience with AI-powered ITSM and employee experience platforms such as MoveWorks, Aisera, or similar solutions.
• Ability to mentor and develop leaders, build high-performing teams, and foster a customer-first service culture.
• Expertise using ITSM metrics and analytics to identify trends, guide strategy, and measure outcomes.
• Strong knowledge of ITIL and modern service management practices, with experience applying them in a product-based IT model.
• Exceptional ability to engage and influence executives, stakeholders, and employees.
• Proven ability to lead global IT Service Desk organizations and shape digital employee experience strategy.
• Experience applying product management principles within IT, including roadmap planning, service ownership, and iterative delivery.
• Expertise in service delivery, IT change management, and ITIL frameworks.
• Solid understanding of Windows, Mac, and ChromeOS environments and network and system troubleshooting.
• Ability to define, track, and communicate KPIs that drive accountability and improvement.
• Skill in transforming IT support functions, scaling globally, and building a culture of innovation and continuous improvement.
• Must be available on-site four days per week at the Santa Clara, CA or St. Louis, MO office.

Nice To Haves

• ITIL certification is preferred.
• Bachelor’s degree or higher in a relevant discipline is preferred.
• Familiarity with Okta, Google Workspace, M365, Kandji, Intune, and SaaS lifecycle management vendors.

Responsibilities

• Provide strategic direction and leadership for a distributed organization of L1 and L2 support engineers, building accountability, collaboration, exceptional service, and career-growth opportunities.
• Ensure balanced 24x7 global Service Desk coverage aligned with business needs.
• Manage the Service Desk as a core IT product, with ownership, a roadmap, measurable outcomes, and continuous improvements aligned with the IT product operating model.
• Promote automation-first support and expand self-service using AI-powered virtual agents, knowledge bases, and automated workflows.
• Lead Generative AI adoption to transform IT support, including ticket deflection and intelligent resolution.
• Partner with IT product leadership to define, maintain, and evolve a service catalog with clear, measurable SLAs, incorporating automation, AI, and employee feedback.
• Own IT change management processes and ensure changes are controlled, transparent, and agile while balancing risk and speed.
• Establish a knowledge management program and make Confluence a central source of high-quality documentation and self-help resources.
• Reduce inbound tickets through proactive problem identification and scalable self-service.
• Improve the employee support experience, including enhancing Slack as a support channel and expanding the Assist Bot’s capabilities.
• Use Netskope products, especially Digital Experience Management (DEM), to diagnose and resolve issues proactively, and provide feedback to product and engineering teams.
• Define KPIs, create executive dashboards, and present insights on service quality and team performance.
• Use analytics to guide investment decisions, identify systemic issues, and improve IT outcomes.

Benefits

• Candidates may be eligible to participate in a bonus plan (for non-sales roles).
• Candidates may be eligible for a stock award program.
• Candidates may be eligible for a comprehensive health plan and other benefits.