Director, Global IT Support & Service Excellence

Expedia, Inc.; Seattle (WA); On-site; USD 201,000 - 282,000; Full time

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Paid time off

Employee Assistance Program

Wellness & travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Director of Global IT Support Operations to lead CorpIT Services across a global footprint. You will own strategy, budget, and vendor partnerships ensuring timely, high-quality IT help for all employees and executives worldwide.

You will drive modernization with smarter tooling, automation, and self-service, while managing cross-functional programs and regional teams to deliver exceptional employee experience.

Qualifications

• Bachelor’s degree in IT or related field or equivalent professional experience.
• 8+ years leading IT support or IT operations, including 3+ years leading people across multiple regions.
• Experience managing outsourced/vendor support, including statements of work and staffing ratios.
• Track record using automation and self-service to reduce manual effort and improve support.
• Comfort with data—setting service levels and justifying tooling investments.
• Preferred: experience supporting executive events or data center/server room operations.

Responsibilities

• Set the strategy and roadmap for global IT support across help desk, field services, executive/event support, and server room operations.
• Lead and develop a distributed team of people leaders and technicians, plus long-term vendor partners across regions.
• Own service levels and continuously improve them: first contact resolution, response and resolution time, satisfaction, and cost per ticket.
• Drive continuous improvement of tools, automation and self-service to reduce manual work.
• Manage vendor contracts and staffing models to balance cost, quality and flexibility as the business scales.
• Partner cross-functionally with InfoSec, network, workplace and business teams for office changes and events.

Skills

IT leadership

Vendor management

Automation & self-service

Data-driven decisions

Cross-functional collaboration

Executive/event support

Education

Bachelor’s degree in IT/CS or related field

Job description

Expedia Group is seeking a Director of Global IT Support Operations to lead CorpIT Services across a global footprint. You will own strategy, budget, and vendor partnerships ensuring timely, high-quality IT help for all employees and executives worldwide.

You will drive modernization with smarter tooling, automation, and self-service, while managing cross-functional programs and regional teams to deliver exceptional employee experience.