Head of IT & Global 24/7 Customer Support

Worldscape; Redmond (WA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary and equity

Medical, Dental and Vision insurance

401k plan

Flexible time off

Job summary

Worldscape seeks a Senior Director of IT & Customer Support to lead enterprise IT and global customer support as we scale. You will own IT strategy, security, and operations while building a 24x7 customer support organization across commercial and government sectors.

This hands-on leader will drive automation, governance, and cross-functional collaboration with Product, Engineering, Security, and HR to ensure resilient services.

Qualifications

• Bachelor's degree or equivalent significant professional experience in a related discipline.
• 12+ years of progressive enterprise IT/technical operations experience.
• 5+ years in senior leadership building and leading technical teams.
• Experience operating enterprise IT in a fast-growing tech organization.
• Experience building or leading a 24x7 technical support/ service desk organization.

Responsibilities

• Lead enterprise IT strategy, architecture, operations, and roadmap.
• Build scalable IT infrastructure to support rapid growth.
• Oversee IAM, endpoint management, networking, collaboration, and SaaS administration.
• Govern Microsoft 365, Entra ID, and cloud services; manage licenses and budgets.
• Develop onboarding/offboarding processes with HR and Security.
• Build and operate a 24x7 customer support organization across commercial and government segments.
• Define SLAs, KPIs, incident management, and operational dashboards.
• Drive automation and self-service to scale headcount efficiently.
• Partner with Security for compliance (SOC 2, ISO 27001, FedRAMP) and audit readiness.
• Collaborate with Product, Engineering, Mission Teams, and HR to improve supportability and product roadmap.

Skills

Enterprise IT leadership

24x7 customer support operations

Security and compliance awareness

Automation and self-service mindset

Vendor management

Education

Bachelor's degree in Computer Science/Information Technology/Engineering

Tools

Microsoft 365 / Entra ID

Azure / AWS

ITSM platforms (ServiceNow/Jira Service Management)

Job description

Worldscape seeks a Senior Director of IT & Customer Support to lead enterprise IT and global customer support as we scale. You will own IT strategy, security, and operations while building a 24x7 customer support organization across commercial and government sectors.

This hands-on leader will drive automation, governance, and cross-functional collaboration with Product, Engineering, Security, and HR to ensure resilient services.