Global IT Support Leader: Strategy, Automation & Experience

Expedia; Seattle (WA); On-site; USD 201,000 - 282,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Employee Assistance Program

Wellness programs and travel reimburse

Job summary

Expedia Group is seeking a Director of Global IT Support Operations to lead the CorpIT Services Support Teams, including the Global Service Desk, Global Field Services, Premise Management, and Tier 3 Operations. You will own strategy, budget, and vendor partnerships while modernizing IT support to deliver a smarter, more efficient employee experience.

You will set the global strategy and roadmap, lead a distributed team, and drive continuous improvement in tooling, automation and self-service to

Qualifications

• 8+ years leading IT support, service desk or IT operations teams.
• 2+ regions or multi-region experience is preferred.
• Experience managing outsourced/vendor support models.

Responsibilities

• Set strategy and roadmap for global IT support services.
• Lead a distributed team of people leaders and technicians across regions.
• Own service levels, cost per ticket and continuous improvement of tools and automation.
• Manage vendor contracts and staffing models to balance cost and quality.
• Partner with InfoSec, network, and workplace teams on business needs and office changes.

Skills

IT operations leadership

Service desk leadership

Vendor management

Automation

Data-driven decisions

Education

Bachelor's degree in IT/CS

Job description

Expedia Group is seeking a Director of Global IT Support Operations to lead the CorpIT Services Support Teams, including the Global Service Desk, Global Field Services, Premise Management, and Tier 3 Operations. You will own strategy, budget, and vendor partnerships while modernizing IT support to deliver a smarter, more efficient employee experience.

You will set the global strategy and roadmap, lead a distributed team, and drive continuous improvement in tooling, automation and self-service to