Director, Global IT Support

Director, Global It Support

The Director, Global IT Support is a senior technology leader responsible for overseeing enterprise-wide end-user support for approximately 5,000 employees across multiple locations. This role leads the strategic planning, operational execution, and continuous improvement of the employee-facing IT support function, including the global service desk, endpoint support, collaboration tools, identity management, and IT onboarding/offboarding. This individual will drive a high-performance support culture focused on service excellence, automation, scalability, and operational transparency. Reporting to the VP of IT, the IT Director will work cross-functionally to align IT services with business needs, ensure positive employee experiences, and maintain IT compliance across systems and processes.

Position Responsibilities

• Define and execute the enterprise internal support strategy to meet the needs of a large, distributed workforce.
• Align support capabilities with organizational goals, digital workplace initiatives, and employee productivity outcomes.
• Develop and manage key performance indicators (SLAs, CSAT, FCR, MTTR) to measure and continuously improve service delivery.
• Lead and scale a globally distributed team of service desk agents, endpoint engineers, and application support specialists.
• Manage support staffing strategies, including onshore/offshore models, tiered escalation, and 24/7 coverage planning.
• Oversee third-party support vendors and MSP relationships, ensuring accountability to performance expectations.
• Oversee daily operations of the enterprise IT service desk, with responsibility for ticket volume management, quality assurance, and process compliance.
• Own endpoint lifecycle management including provisioning, imaging, device security, and asset tracking.
• Ensure seamless onboarding/offboarding processes, including automated provisioning, device delivery, and access control.
• Serve as the senior point of escalation for employee support issues impacting business continuity.
• Maintain strong relationships with HR, Facilities, Security, and business leadership to ensure IT services meet user and business needs.
• Provide regular reporting and executive-level visibility into support performance, trends, and strategic improvements.

Basic Qualifications (Required Skills & Experience)

• Bachelor's degree in computer science, Information Systems, or related field; master's degree a plus.
• 12+ years of IT support or infrastructure experience, with 5+ years in IT leadership roles within a large, enterprise-scale environment (1,000+ users).
• Proven track record leading service desk, desktop support, and collaboration tool teams at scale.
• Deep knowledge of Microsoft 365, collaboration platforms, endpoint management, and IAM solutions.
• Strong understanding of ITSM frameworks (e.g., ITIL) and enterprise service management tools (e.g., ServiceNow).
• Exceptional leadership, communication, and vendor management skills.

Other Qualifications & Desired Competencies

• ITIL v4, HDI, or other relevant certifications.
• Excellent written and verbal communication skills.
• Strong analytical, critical thinking and interpersonal skills, with the ability to speak and write persuasively.
• Demonstrated experience working with cross-functional teams; ability to develop and maintain internal and external trusting, professional relationships.
• Uses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on the situational circumstances.
• Inspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employees.
• Brings organizational values to life using personality, uniqueness, and the creation of a shared vision.
• Champions the process of change and promotes a culture of quick adaptation while helping others deal with the effects of change.
• Takes ownership and responsibility for assigned tasks.
• Is committed to learning from mistakes and driven to improve and enhance performance of oneself, others, and the company.
• Focuses on teamwork and puts the success of the team above one's own interests.

Physical Demands

• Ability to sit, stand, stoop, reach, lift (up to 10 lbs.), bend, etc. Hand and wrist dexterity to utilize the computer.
• May require travel to sites/program and special functions.

Environmental Conditions Critical to Performance:

• Work is in an office environment, climate controlled through central air conditioning/heating.
• May have some exposure to outside environment while traveling.

Special Requirements

• U.S. Citizen, U.S. Permanent Resident (Green Card holder) or asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) required.
• Must be able to travel within the Continental U.S. and internationally when required.

The salary range for this role is: $153,308 - $217,140. AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.

ITAR Requirement: This position requires access to information that is subject to compliance with the International Traffic Arms Regulations ("ITAR") and/or the Export Administration Regulations ("EAR"). In order to comply with the requirements of the ITAR and/or the EAR, applicants must qualify as a U.S. person under the ITAR and the EAR, or a person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on AeroVironment's determination that it will be able to obtain an export license in a time frame consistent with AeroVironment's business requirements. A "U.S. person" according to the ITAR definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee or asylee. See 22 CFR § 120.15. Some positions will require current U.S. Citizenship due to contract requirements.

Benefits: AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown.