Director, Global IT Support

AV; Maryland; On-site; USD 163,000 - 261,000; Full time

Benefits offered by this job

Medical, dental, vision

401K with company matching

9/80 work schedule

Paid holiday shutdown

Job summary

AV is seeking a Director of Global IT Support to oversee enterprise-wide end-user support for about 5,000 employees across multiple locations. You will shape strategy, drive execution, and foster a high-performance culture focused on service excellence and automation.

Reporting to the VP of IT, you’ll align IT services with business needs and ensure compliance. You will lead a globally distributed team, manage onshore/offshore staffing, and optimize onboarding and offboarding.

Qualifications

• 12+ years of IT support or infrastructure experience with 5+ years in IT leadership in a large enterprise.
• Proven track record leading service desk, desktop support, and collaboration tool teams at scale.
• Deep knowledge of Microsoft 365, collaboration platforms, IAM, ITSM frameworks

Responsibilities

• Define and execute enterprise internal support strategy for a large distributed workforce.
• Lead and scale a globally distributed service desk, endpoint, and application support team.
• Develop and manage KPIs (SLAs, CSAT, FCR, MTTR) to improve service delivery.
• Oversee vendor MSP relationships and daily IT service desk operations.

Skills

IT leadership

Service desk leadership

Microsoft 365

IAM solutions

ITIL

Vendor management

Education

Bachelor’s degree in computer science or information systems

Master’s degree (a plus)

Tools

ServiceNow

Endpoint management tools

Identity management tools

Job description

Job Description

Worker Type

Regular

Summary

The Director, Global IT Support is a senior technology leader responsible for overseeing enterprise-wide end-user support for approximately 5,000 employees across multiple locations. This role leads the strategic planning, operational execution, and continuous improvement of the employee-facing IT support function, including the global service desk, endpoint support, collaboration tools, identity management, and IT onboarding/offboarding. This individual will drive a high-performance support culture focused on service excellence, automation, scalability, and operational transparency. Reporting to the VP of IT, the IT Director will work cross-functionally to align IT services with business needs, ensure positive employee experiences, and maintain IT compliance across systems and processes.

Position Responsibilities

• Define and execute the enterprise internal support strategy to meet the needs of a large, distributed workforce.
• Align support capabilities with organizational goals, digital workplace initiatives, and employee productivity outcomes.
• Develop and manage key performance indicators (SLAs, CSAT, FCR, MTTR) to measure and continuously improve service delivery.
• Lead and scale a globally distributed team of service desk agents, endpoint engineers, and application support specialists.
• Manage support staffing strategies, including onshore/offshore models, tiered escalation, and 24/7 coverage planning.
• Oversee third-party support vendors and MSP relationships, ensuring accountability to performance expectations.
• Oversee daily operations of the enterprise IT service desk, with responsibility for ticket volume management, quality assurance, and process compliance.
• Own endpoint lifecycle management including provisioning, imaging, device security, and asset tracking.
• Ensure seamless onboarding/offboarding processes, including automated provisioning, device delivery, and access control.
• Serve as the senior point of escalation for employee support issues impacting business continuity.
• Maintain strong relationships with HR, Facilities, Security, and business leadership to ensure IT services meet user and business needs.
• Provide regular reporting and executive-level visibility into support performance, trends, and strategic improvements.

Basic Qualifications (Required Skills & Experience)

• Bachelor’s degree in computer science, Information Systems, or related field; master’s degree a plus.
• 12+ years of IT support or infrastructure experience, with 5+ years in IT leadership roles within a large, enterprise-scale environment (1,000+ users).
• Proven track record leading service desk, desktop support, and collaboration tool teams at scale.
• Deep knowledge of Microsoft 365, collaboration platforms, endpoint management, and IAM solutions.
• Strong understanding of ITSM frameworks (e.g., ITIL) and enterprise service management tools (e.g., ServiceNow).
• Exceptional leadership, communication, and vendor management skills.

Other Qualifications & Desired Competencies

• ITIL v4, HDI, or other relevant certifications.
• Excellent written and verbal communication skills
• Strong analytical, critical thinking and interpersonal skills, with the ability to speak and write persuasively
• Demonstrated experience working with cross-functional teams; ability to develop and maintain internal and external trusting, professional relationships
• Uses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on the situational circumstances
• Inspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employees
• Brings organizational values to life using personality, uniqueness, and the creation of a shared vision
• Champions the process of change and promotes a culture of quick adaptation while helping others deal with the effects of change
• Takes ownership and responsibility for assigned tasks
• Is committed to learning from mistakes and driven to improve and enhance performance of oneself, others, and the company
• Focuses on teamwork and puts the success of the team above one's own interests

Physical Demands

• Ability to sit, stand, stoop, reach, lift (up to 10 lbs.), bend, etc. Hand and wrist dexterity to utilize the computer.
• May require travel to sites/program and special functions.

Environmental Conditions Critical To Performance

• Work is in an office environment, climate controlled through central air conditioning/heating.
• May have some exposure to outside environment while traveling.

Special Requirements

• U.S. Citizen, U.S. Permanent Resident (Green Card holder) or asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) required.
• Must be able to travel within the Continental U.S. and internationally when required.

Clearance Level

No Clearance

The Salary Range For This Role Is

$163,000 - $261,000

ITAR Requirement

This position requires access to information that is subject to compliance with the International Traffic Arms Regulations ("ITAR") and/or the Export Administration Regulations ("EAR"). In order to comply with the requirements of the ITAR and/or the EAR, applicants must qualify as a U.S. person under the ITAR and the EAR, or a person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on AeroVironment’s determination that it will be able to obtain an export license in a time frame consistent with AeroVironment’s business requirements. A "U.S. person" according to the ITAR definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee or asylee. See 22 CFR

• 120.15. Some positions will require current U.S. Citizenship due to contract requirements.

Benefits

AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown. For more information about our company benefit offerings please visit: http://www.avinc.com/myavbenefits.

We also encourage you to review our company website at http://www.avinc.com to learn more about us.

About AV

AV isn’t for everyone. We hire the curious, the relentless, the mission-obsessed. The best of the best.

We don’t just build defense technology—we redefine what’s possible. As the premier autonomous systems company in the U.S., AV delivers breakthrough capabilities across air, land, sea, space, and cyber. From AI-powered drones and loitering munitions to integrated autonomy and space resilience, our technologies shape the future of warfare and protect those who serve.

Founded by legendary innovator Dr. Paul MacCready, AV has spent over 50 years pushing the boundaries of what unmanned systems can do. Our heritage includes seven platforms in the Smithsonian—but we’re not building history, we’re building what’s next.

If you're ready to build technology that matters—with speed, scale, and purpose—there’s no better place to do it than AV.

We are proud to be an EEO/AA Equal Opportunity Employer, including disability/veterans. AeroVironment, Inc. is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Qualified applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, protected veteran status, genetic data, sexual orientation, gender identity or other legally protected status.

ITAR

U.S. Citizenship required