Global IT Support Director: Strategy, Service Delivery & Automation

Expedia; Washington; On-site; USD 201,000 - 282,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Employee Assistance Program

Wellness program

Travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group in Seattle seeks a Director, Global IT Support Operations to lead CorpIT Services across global service desk, field services and server rooms. You will set strategy, manage budgets, and drive modernization with automation and vendor partnerships.

You will build and mentor a distributed team across regions, own service levels, and partner with InfoSec, network, and workplace teams to scale operations while delivering exceptional employee IT support.

Qualifications

• Bachelor's degree in IT, CS or related field.
• 8+ years leading IT support, service desk or IT operations teams.
• 3+ years leading multi-region teams with hybrid employee/vendor model.
• Experience managing outsourced or vendor-delivered support.
• Track record in automation and self-service to reduce manual work.
• Comfortable working with data and tooling investment decisions.

Responsibilities

• Set 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.
• Own service levels and continuously improve: first contact resolution, response time, and cost per ticket.
• Drive automation and self-service to reduce manual work and enable higher-value support.
• Manage vendor contracts and staffing models to balance cost, quality and flexibility.
• Partner with InfoSec, network, workplace and business teams for office changes and events.

Skills

IT leadership

People leadership

Vendor management

Automation & self-service

Data-driven decisions

Cross-region collaboration

Education

Bachelor's degree in IT/CS

Job description

Expedia Group in Seattle seeks a Director, Global IT Support Operations to lead CorpIT Services across global service desk, field services and server rooms. You will set strategy, manage budgets, and drive modernization with automation and vendor partnerships.

You will build and mentor a distributed team across regions, own service levels, and partner with InfoSec, network, and workplace teams to scale operations while delivering exceptional employee IT support.