Global IT Support Director

InvestedintheMission; Herndon (VA); On-site; USD 163,000 - 261,000; Full time

Job summary

AeroVironment is seeking a Director of Global IT Support in the United States to lead enterprise-wide end-user support for about 5,000 employees across multiple locations. You will drive strategy, operations, and continuous improvement of the employee-facing IT support, including the global service desk, endpoint support, IAM, and onboarding/offboarding.

You will report to the VP of IT and partner with HR, Facilities, and Security to ensure service excellence and alignment with business needs.

Qualifications

• 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.
• 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 (ITIL) and enterprise service management tools (ServiceNow).
• Exceptional leadership, communication, and vendor management skills.

Responsibilities

• Define and execute the enterprise internal support strategy for a large, distributed workforce.
• Align support capabilities with organizational goals and digital workplace initiatives.
• Develop and manage KPIs (SLAs, CSAT, FCR, MTTR) to improve service delivery.
• Lead and scale a globally distributed team of service desk, endpoint engineers, and application support specialists.
• Manage onshore/offshore staffing, tiered escalation, and 24/7 coverage planning.
• Oversee third-party vendors and MSP relationships with performance accountability.
• Oversee daily operations of the IT service desk, ticket volume, QA, and compliance.
• Own endpoint lifecycle management including provisioning, imaging, and security.
• Ensure onboarding/offboarding with automated provisioning and access control.
• Serve as senior escalation point for issues impacting business continuity.
• Maintain relationships with HR, Facilities, Security and leadership for aligned IT services.
• Provide regular reporting and executive visibility into performance and trends.

Skills

Leadership

Communication

Vendor management

ITSM/ITIL

ServiceNow

Microsoft 365

Endpoint management

IAM

Education

Bachelor’s degree in computer science/information systems/related field

Master’s degree preferred

Tools

ServiceNow

Microsoft 365

Job description

AeroVironment is seeking a Director of Global IT Support in the United States to lead enterprise-wide end-user support for about 5,000 employees across multiple locations. You will drive strategy, operations, and continuous improvement of the employee-facing IT support, including the global service desk, endpoint support, IAM, and onboarding/offboarding.

You will report to the VP of IT and partner with HR, Facilities, and Security to ensure service excellence and alignment with business needs.