Lead and manage global Service Desk and Onsite Support teams
Lead a world-class Executive Support capability
Oversee end-to-end lifecycle management of end-user hardware and software
Establish and govern globally consistent service levels, operating rhythms, and performance reporting
Drive high first-call resolution rates and foster a robust self-service knowledge base
Lead the transformation of support through AI, automation, and simplified workflows
Build and mentor a diverse, high-performing global team
Collaborate closely with GWS and Facilities teams
Manage global hardware vendors and contracts
Partner with senior leadership to align End User Services strategy with business priorities

10+ years of experience in IT operations
5+ years in senior leadership roles managing global End User Services or Employee Experience teams
Proven experience supporting a large, global workforce (7,000+ employees)
Strong ability to lead across cultures and time zones
Advanced experience with ServiceNow
Demonstrated ability to leverage operational data, service metrics, and user insights
Strong storytelling and influence skills

Director – End User Services

Key skills