Director, Global IT Support

AeroVironment

IT director overseeing global employee support, service desk, endpoints, collaboration tools, and identity management for AeroVironment’s autonomous defense technology. Leading scalable operations and service improvement.

Posted 8/10/2026full-timeSimi Valley • California, Maryland, Virginia • 🇺🇸 United StatesLead💰 $163,000 - $261,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in defining and executing enterprise internal support strategies, managing IT service desk operations, and leading large-scale teams. Proficient in endpoint management, ITSM frameworks, and vendor relationships to enhance employee productivity and support performance.

Highest-signal resume keywords

IT Support LeadershipMicrosoft 365 ProficiencyITIL Framework KnowledgeVendor Management SkillsKPI Development and Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Support ExperienceEndpoint ManagementService Desk OperationsCollaboration Tools ManagementKPI DevelopmentProcess ComplianceAsset TrackingAutomated ProvisioningDevice SecurityTicket Volume Management

Soft Skills

Exceptional LeadershipStrong CommunicationAnalytical ThinkingInterpersonal SkillsCritical Thinking

Tools & Technologies

ServiceNowIAM SolutionsDigital Workplace InitiativesCollaboration PlatformsEndpoint Lifecycle Management

Certifications & Qualifications

ITIL v4HDI Certification

Industry Keywords

Enterprise ITITSMService DeskDesktop SupportCross-Functional Team CollaborationU.S. Person under ITAR/EAR24/7 Coverage PlanningOnboarding and OffboardingThird-Party Support ManagementEmployee Productivity Outcomes

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Define and execute the enterprise internal support strategy for a large, distributed workforce
Align support capabilities with organizational goals, digital workplace initiatives, and employee productivity outcomes
Develop and manage KPIs including SLAs, CSAT, FCR, and MTTR
Lead and scale a globally distributed team of service desk agents, endpoint engineers, and application support specialists
Manage staffing strategies, onshore/offshore models, tiered escalation, and 24/7 coverage planning
Oversee third-party support vendors and MSP relationships
Oversee daily enterprise IT service desk operations, ticket volume management, quality assurance, and process compliance
Own endpoint lifecycle management, including provisioning, imaging, device security, and asset tracking
Ensure seamless onboarding and offboarding, automated provisioning, device delivery, and access control
Serve as the senior escalation point for employee support issues affecting business continuity
Maintain relationships with HR, Facilities, Security, and business leadership
Provide executive-level reporting on support performance, trends, and strategic improvements

Requirements

What you’ll need

Bachelor’s degree in computer science, Information Systems, or related field required; master’s degree a plus
12+ years of IT support or infrastructure experience
5+ years in IT leadership roles within a large enterprise-scale environment with 1,000+ users
Proven experience 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 such as ITIL and enterprise service management tools such as ServiceNow
Exceptional leadership, communication, and vendor management skills
ITIL v4, HDI, or other relevant certifications desired
Strong analytical, critical thinking, interpersonal, written, and verbal communication skills
Experience working with cross-functional teams and maintaining professional relationships
Ability to sit, stand, stoop, reach, lift up to 10 lbs., bend, and use a computer
May require travel to sites, programs, and special functions
U.S. Citizen, U.S. Permanent Resident, or asylee/refugee status required
Ability to travel within the Continental U.S. and internationally when required
Must qualify as a U.S. person under ITAR/EAR requirements or be eligible for an export license

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
401(k) with company matching
9/80 work schedule
Paid holiday shutdown