Global IT & AI Transformation Lead

Appian; McLean (VA); On-site; USD 125,000 - 250,000; Full time

Benefits offered by this job

Training & development

Growth opportunities

Community & collaboration

Job summary

Appian is seeking a Senior IT Manager, Global Service Desk & AI Transformation, to lead and modernize our global support landscape from its HQ in McLean. The role focuses on scalable processes, AI enablement, and exceptional customer service, guiding a geographically dispersed team within a fast-paced tech environment.

Based at our McLean headquarters, you will shape enterprise-wide IT strategy, collaborate with international stakeholders, and drive digital transformation initiatives while

Qualifications

• 5+ years of progressive experience in IT Support Management or Service Desk Leadership.
• Experience building and rewriting support processes using ITIL to modernize legacy frameworks.
• Broad technical knowledge: cross-border collaboration tech, Mac OS/Windows, AWS or Google Compute Engine, VMware, networking concepts.
• Proven ability to lead company-wide digital transformation or training initiatives and influence stakeholders.
• Strong passion for extreme customer service, documentation quality, and mentoring technical teams.
• Advanced ITIL Certification or equivalent credentials.
• Experience in high-growth tech, financial services, or fast-paced SaaS environments.
• Experience deploying/ driving adoption of enterprise AI collaboration platforms (e.g., Copilot, ChatGPT Enterprise).

Responsibilities

• Design scalable global support processes from scratch.
• Drive enterprise-wide AI literacy and adoption.
• Champion customer service excellence across the organization.
• Modernize the global support ecosystem and ensure high availability.

Skills

IT leadership

ITIL

Global teams

AI transformation

Customer service

Education

Advanced ITIL Certification

Tools

Mac OS

Windows

AWS

VMware

Networking

Job description

Appian is seeking a Senior IT Manager, Global Service Desk & AI Transformation, to lead and modernize our global support landscape from its HQ in McLean. The role focuses on scalable processes, AI enablement, and exceptional customer service, guiding a geographically dispersed team within a fast-paced tech environment.

Based at our McLean headquarters, you will shape enterprise-wide IT strategy, collaborate with international stakeholders, and drive digital transformation initiatives while