Global IT Support Director: Scale Service Desk & Endpoints

AV; Arlington (VA); On-site; USD 163,000 - 261,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

9/80 schedule

Holiday shutdown

Job summary

AV is seeking a Director, Global IT Support to lead enterprise-wide end-user support for ~5,000 employees across locations. The role drives planning, execution, and improvement of the service desk, endpoint support, collaboration tools, IAM, and onboarding/offboarding.

Reporting to the VP of IT, this executive will craft KPIs, scale a global team, manage vendors, and ensure IT compliance. Requires 12+ years in IT, 5+ in leadership, and relevant certifications.

Qualifications

• Bachelor’s degree in a relevant field; master’s degree a plus.
• 12+ years of IT support or infrastructure experience, with 5+ years in IT leadership within an enterprise environment.
• 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, and application support specialists.
• Oversee staffing strategies, including onshore/offshore models and 24/7 coverage planning.
• Oversee third-party vendors and MSP relationships to meet performance expectations.

Skills

IT leadership

ITIL

ServiceNow

Microsoft 365

IAM

Vendor management

Strong communication

Education

Bachelor’s degree

Master’s degree

Tools

ServiceNow

Microsoft 365 admin

IAM solutions

Job description

AV is seeking a Director, Global IT Support to lead enterprise-wide end-user support for ~5,000 employees across locations. The role drives planning, execution, and improvement of the service desk, endpoint support, collaboration tools, IAM, and onboarding/offboarding.

Reporting to the VP of IT, this executive will craft KPIs, scale a global team, manage vendors, and ensure IT compliance. Requires 12+ years in IT, 5+ in leadership, and relevant certifications.