Director, IT Support Operations
A global investment firm is seeking a strategic and operationally-minded Director of IT Support Operations to lead its End User Services (EUS) function. This role will drive service excellence across regions, improve ITIL process maturity, and oversee the use and evolution of the ServiceNow platform.
Key Responsibilities
* Lead global service improvement initiatives, using ticket trends, user feedback, and operational data to enhance support delivery.
* Partner with regional leaders to resolve recurring incidents, refine problem management, and improve collaboration with engineering teams.
* Oversee ServiceNow platform operations including access, performance, issue resolution, and best practice implementation.
* Ensure adherence to ITIL processes (Incident, Problem, Request), and implement improvements to drive efficiency and user satisfaction.
* Deliver monthly performance reporting by business unit, region, and role; analyze metrics to inform strategic decision-making.
* Contribute to EUS budget planning and support documentation/training efforts across global teams.
Qualifications
* Bachelor’s degree in IT, Business, or related field; Master’s a plus.
* 10+ years in IT support or operations with at least 3 in a leadership role.
* Strong experience with ITIL frameworks; certification required (Practice Manager or MP preferred).
* Hands-on experience with ITSM tools, particularly ServiceNow.
* Proven ability to lead global teams, drive process improvement, and leverage data for decision-making.
* Strong communication and stakeholder management skills.
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