Global Manager, IT Employee Services

The Global Manager, IT Employee Services leads a worldwide employee technology support organization, including a 24/7 Global Service Desk (Tier 1), three regional Tech Support teams (EMEA, Americas, APAC), and a Mobile Support function.

This role is responsible for delivering a world-class employee technology experience at global scale—owning all support channels (chat, portal, onsite, remote) while driving operational excellence, automation, and AI-enabled service transformation.

You will shape the evolution of support from reactive troubleshooting to predictive, data-driven, and automation-first employee services, partnering closely with IT, Security, HR, Facilities, and Engineering to build a seamless, modern, and scalable support ecosystem.

This is a high-impact leadership role for someone who thrives at the intersection of service experience, operations, analytics, and digital transformation.

Key Responsibilities

Global Service Strategy & Operational Excellence

• Lead a global employee support organization across all regions and time zones
• Evolve service delivery from reactive support to preventative and insight-driven operations
• Design scalable staffing models for reliable follow-the-sun support coverage
• Mature ITSM practices across:
• Incident
• Request
• Problem
• Change
• Knowledge management
• Define and optimize KPIs including:
• First Contact Resolution (FCR)
• Mean Time to Resolution (MTTR)
• CSAT
• NPS
• SLA / SLO performance
• Drive continuous service improvement through analytics, trend forecasting, and automation

AI-Driven Support & Digital Transformation

• Lead adoption of AI-enabled support models, including:
• virtual agents
• intelligent routing
• predictive issue detection
• automated remediation workflows
• Expand self-service capabilities and knowledge automation
• Reduce manual workload while increasing resolution speed and experience quality
• Partner with platform owners to modernize ITSM tooling and support workflows

Employee Experience & Executive Support

• Deliver a frictionless global employee technology experience
• Build and scale white-glove executive support programs
• Ensure consistent service quality across onsite, remote, and hybrid environments
• Establish best-in-class documentation and knowledge standards that accelerate onboarding and resolution speed

Leadership & Team Development

• Lead and mentor globally distributed support teams across multiple regions
• Build a culture of:
• accountability
• empathy
• technical excellence
• service ownership
• Develop leadership capability within regional support teams
• Promote knowledge sharing and operational consistency worldwide

Stakeholder Partnership & Service Governance

• Act as the primary liaison between Employee Services and business stakeholders
• Translate service performance data into actionable insights for leadership
• Lead major incident response coordination and communications
• Manage strategic vendor relationships supporting global service delivery
• Align support strategy with enterprise security, infrastructure, and workplace initiatives

Required Qualifications

• 8–12+ years in IT Support, Workplace Technology, or IT Operations
• 4–6+ years leading global or multi-region support organizations
• Demonstrated success improving employee technology experience using service metrics and analytics
• Strong foundation in ITSM frameworks and service governance
• Experience implementing AI-enabled support capabilities such as:
• virtual agents
• predictive support
• intelligent routing
• automated remediation
• Experience scaling automation within enterprise ITSM environments
• Exceptional stakeholder communication and executive presence

Preferred Qualifications

• Experience running follow-the-sun global service desk operations
• Track record building or scaling VIP / executive support programs
• Experience leading large-scale service transformation initiatives
• Familiarity supporting macOS, Windows, and mobile enterprise environments
• Bachelor’s degree in Information Technology or related field (or equivalent experience)

Why This Role Matters

This position plays a critical role in shaping how employees interact with technology across a global organization. You’ll help define the future of support by building a predictive, automated, AI-enabled employee services function that improves productivity at scale.