Global IT Support Director - Service Desk & IAM Leader

AV; Herndon (VA); 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, Global IT Support to lead enterprise-wide end-user support for thousands of employees across multiple locations. You will shape strategy, drive operational execution, and scale the global service desk, endpoint support, and identity management while ensuring compliance and service excellence.

You will report to the VP of IT and collaborate with HR, Facilities, Security, and leadership to deliver proactive, measurable IT services that align with business needs and

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 roles within a large 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.

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 agents, endpoint engineers, and application support specialists.

Skills

IT leadership

Service desk management

Team building

Vendor management

Microsoft 365

IAM

ITIL

Communication skills

Education

Bachelor’s degree in computer science or related field

Master’s degree a plus

Tools

ServiceNow

Job description

AV is seeking a Director, Global IT Support to lead enterprise-wide end-user support for thousands of employees across multiple locations. You will shape strategy, drive operational execution, and scale the global service desk, endpoint support, and identity management while ensuring compliance and service excellence.

You will report to the VP of IT and collaborate with HR, Facilities, Security, and leadership to deliver proactive, measurable IT services that align with business needs and