Head of Global IT Support & Operations

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

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Employee Assistance Program

Wellness and travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Director of Global IT Support Operations to shape the strategy for the 24/7 service desk, field services, and server-room operations. You will lead a distributed team, optimize vendor partnerships, and drive automation to reduce manual work while improving the employee experience across Americas, EMEA, and APAC.

The role emphasizes data-driven service levels, cross-functional collaboration, and executive event support. Seattle-based with strong growth potential.

Qualifications

• Bachelor's degree or equivalent experience in IT/related field.
• 8+ years leading IT support and operations, incl. 3+ years with people leaders.
• Experience with outsourced/vendor support models and SOX/SLAs.
• Proven use of automation and self-service to cut manual work.
• Data-driven approach to service levels and tooling investments.

Responsibilities

• Set strategy and roadmap for global IT support and services.
• Lead a distributed team of leaders and technicians across regions.
• Own service levels, response times, and ticket resolution.
• Drive tools, automation, and self-service improvements.
• Manage vendor contracts, staffing, and cost-quality balance.
• Partner with InfoSec, network, and workplace teams for changes.

Skills

IT Leadership

Vendor Management

Automation & Self-Service

Data-Driven Decision Making

Service Level Management

Cross-Functional Collaboration

Education

Bachelor's degree

Job description

Expedia Group is seeking a Director of Global IT Support Operations to shape the strategy for the 24/7 service desk, field services, and server-room operations. You will lead a distributed team, optimize vendor partnerships, and drive automation to reduce manual work while improving the employee experience across Americas, EMEA, and APAC.

The role emphasizes data-driven service levels, cross-functional collaboration, and executive event support. Seattle-based with strong growth potential.