Director, Global IT Service & Support

We seek to move the world forward through innovative thinking. Woolpert is an award-winning, global leader in architecture, engineering, and geospatial services. We blend design excellence with cutting-edge technology to deliver exceptional client value. Our team is passionate about their work and committed to building the next generation of industry leaders, and as a certified Great Place to Work ® , Woolpert embraces progress and innovation to create limitless opportunities for career growth. Position Overview Woolpert is hiring a Director, Global IT Service & Support to join our dynamic Solutions Technology team. This position reports to our Chief Technology Officer and is responsible for driving the transformation of our global end-user experience. You will work in collaboration with the Director, IT Solutions, to lead a multi-faceted organization, including supporting our IT Service Desk and BPO Support models, to deliver seamless, scalable, and high-quality IT services. Using a matrixed management model, you will provide strategic guidance to regional teams, ensuring global consistency while respecting local operational needs. We are unable to provide visa sponsorship for this position. Applicants must already possess work authorization in the country the job is located. What You Will Do: Define and execute the global roadmap for outsourced IT Service Management (ITSM), focusing on proactive support, automation, and outstanding customer service. Manage various aspects of our Global IT Service Desk and support on-site teams; set and exceed rigorous SLAs/XLAs (Experience Level Agreements). Provide functional leadership and strategic direction to regional IT support teams in a matrixed environment to ensure a unified global service standard. Manage strategic relationships with third-party MSPs and outsourced service providers (BPOs), ensuring accountability and continuous service improvement. Work with the Director, IT Solutions to ensure successful migration of legacy ITSM tools to new cloud-native Service Desk tools. Lead IT Support workstreams for global mergers and acquisitions, from initial due diligence to the rapid integration of end-user devices, support systems and service cultures. What You Will Bring: 15+ years of progressive leadership experience in IT Operations, specifically focused on Global Support Functions. Bachelor's degree in computer science, MIS, or related field Master's Degree or MBA preferred Proven track record of managing distributed teams across multiple time zones and cultures within a matrixed reporting structure. Deep experience managing large-scale outsourced support contracts (MSPs) and offshore delivery centers. Direct experience leading successful integration of IT support services during complex global acquisitions. Strong familiarity with ITIL frameworks, FreshWorks (or similar ITSM tools), and enterprise-level end-user computing technologies. Ability to translate complex business requirements into actionable IT service strategies. Must be able to travel up to 20% of the time for business purposes Benefits You Will Love Certified as a Great Place to Work, Woolpert is one of the fastest-growing architecture, engineering, and geospatial companies in the world. With over 75 offices and countless projects around the globe, you’ll work on meaningful assignments that improve quality of life around the world. In addition to offering competitive pay, we provide employees with a robust set of unique benefits, including: Freedom to Work program: Set your own schedule and location (as appropriate). Principal program: Earn the opportunity to become an owner of the firm. Flexible paid time off/vacation: Take time off when it makes sense for you and your team. Career development: Explore a wide range of learning and growth opportunities within and across industries. Health, life, vision, and dental insurance: Cover all your medical bases. Paid sick time, retirement plan, fitness reimbursement, pet insurance, identity protection, technology stipend, employee assistance program, and more! Base pay offered may vary depending on job-related knowledge, skills, and experience. Pay Range $139,200 — $174,000 USD Find out more about what Woolpert has to offer here: http://woolpert.com/about-us/ Woolpert is an equal-opportunity employer. Woolpert is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. You may view more about EEO on our website: Equal-Employment-Opportunity-The-Law.pdf and EEO is the Law Poster Supplement . Applicants who require an accommodation throughout the application and interview process should request this in advance by contacting [email protected] . If you need to reschedule or cancel your interview, please reach out to your recruiter by contacting [email protected] . To all agencies: Please, no phone calls or emails to any employee of Woolpert or any of our subsidiaries about this requisition. All resumes submitted by search firms/employment agencies to any employee at Woolpert via email, the internet, or in any form and/or method will be deemed the sole property of Woolpert, unless such search firms/employment agencies were engaged by Woolpert's Talent Acquisition Team for this requisition and a valid agreement is in place. In the event a candidate who was submitted outside of Woolpert's applicant process is hired, no fee or payment of any kind will be paid.