Woolpert
architecture, engineering, and geospatial services
Director,GlobalITService&Support
Neural analysis suggests this role is
optimal for Director candidates.
“Director, Global IT Service & Support at Woolpert. Skills: IT Service, Global Support. Set rigorous SLAs/XLAs. Provide functional leadership”
What You'll Achieve.
Set rigorous SLAs/XLAs
Industry & Context.
20% travel
What You'll Do.
Set rigorous SLAs/XLAs
Provide functional leadership
Provide strategic direction
Manage strategic relationships
Ensure accountability
Ensure continuous service improvement
Ensure successful migration
Lead IT Support workstreams
Integrate end-user devices
Integrate support systems
Integrate service cultures
How You'll Work.
Team & Collaboration
Distributed teams; Multiple time zones; Multiple cultures; Matrixed reporting structure
Process & Methodology
Mergers and acquisitions
Full Job Description
We seek to move the world forward through innovative thinking. Woolpert is an award-winning, global leader in architecture, engineering, and geospatial services. We blend design excellence with cutting-edge technology to deliver exceptional client value. Our team is passionate about their work and committed to building the next generation of industry leaders, and as a certified Great Place to Work®, Woolpert embraces progress and innovation to create limitless opportunities for career growth. Position Overview Woolpert is hiring a Director, Global IT Service set and exceed rigorous SLAs/XLAs (Experience Level Agreements). Provide functional leadership and strategic direction to regional IT support teams in a matrixed environment to ensure a unified global service standard. Manage strategic relationships with third-party MSPs and outsourced service providers (BPOs), ensuring accountability and continuous service improvement. Work with the Director, IT Solutions to ensure successful migration of legacy ITSM tools to new cloud-native Service Desk tools. Lead IT Support workstreams for global mergers and acquisitions, from initial due diligence to the rapid integration of end-user devices, support systems and service cultures. What You Will Bring: 15+ years of progressive leadership experience in IT Operations, specifically focused on Global Support Functions. Bachelor's degree in computer science, MIS, or related field Master's Degree or MBA preferred Proven track record of managing distributed teams across multiple time zones and cultures within a matrixed reporting structure. Deep experience managing large-scale outsourced support contracts (MSPs) and offshore delivery centers. Direct experience leading successful integration of IT support services during complex global acquisitions. Strong familiarity with ITIL frameworks, FreshWorks (or similar ITSM tools), and enterprise-level end-user computing technologies. Ability to translate complex business requirements into
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