Lead the global strategy, engineering, and operations of enterprise end-user support services.
Define and execute a global engineering strategy aligned with enterprise IT and business goals.
Architect scalable, secure, and resilient support solutions using ServiceNow, automation frameworks, and AI technologies.
Champion a customer-first mindset across service desk and field operations.

Requirements

Minimum requirement of 8 years of relevant work experience
Typically reflects 12 years or more of relevant experience
8+ years of experience in IT operations, service desk leadership, or field services within a large enterprise.
Demonstrated success in implementing engineering solutions that improve service desk efficiency and scalability.
15 years of relevant work experience preferred.
Demonstrated experience leveraging artificial intelligence to enhance IT support capabilities, improve user experience, and drive proactive service delivery.
Experience in ServiceNow platform optimization.
Experience leading globally dispersed teams within complex organizational structures, fostering collaboration and operational consistency across regions.

Benefits

Comprehensive benefit program including medical and/or other benefits dependent on the position offered and hours worked
Minnesota Sick and Safe Leave accruals of one hour for every 30 worked, up to 48 hours per calendar year, unless otherwise provided by law

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT operationsservice desk leadershipfield servicesengineering solutionsartificial intelligenceServiceNowautomation frameworksscalable solutionssecure solutionsresilient solutions

Soft Skills

customer-first mindsetleadershipcollaborationoperational consistencyfostering teamwork