Director, Global IT Support Operations (eIT CorpIT Services)Introduction to TeamThis role sits within Expedia Group's InfoSec and IT organization, in the CorpIT Services Support Teams group. This team keeps every corporate employee and every EG office worldwide productive - running our 24/7 global service desk, on-the-ground IT support across offices in the Americas, EMEA and APAC, high-availability support for executives and company events, and the corporate server rooms that keep our offices connected.
Make an impact! The Director, Global IT Support Operations leads Expedia Group's CorpIT Services Support Teams - the Global Service Desk, Global Field Services, Premise Management, and Tier 3 Operations - a combined employee and vendor workforce supporting employees across dozens of offices worldwide. You'll own the strategy, budget and vendor partnerships behind how every EG employee gets IT help, and you'll lead the modernization of how we deliver that support: less manual effort, smarter tooling, and a noticeably better experience for the people we support.
In this role, you will: - Set the strategy and roadmap for global IT support - help desk, field services, executive/event support, and server room operations - aligned to EG's technology and employee-experience priorities.
- Lead and develop a distributed team of people leaders and technicians, plus long-term vendor partners, across multiple regions and time zones.
- Own service levels and continuously improve them: first contact resolution, response and resolution time, satisfaction, and cost per ticket.
- Drive continuous improvement of tools, automation and self-service to reduce manual and repetitive work and free your team to focus on higher-value support.
- Manage vendor contracts and staffing models to balance cost, quality and flexibility as the business scales.
- Partner cross-functionally with InfoSec, network, workplace and business teams to support office changes, executive events, and company-wide moments.
Experience and Qualifications - You have a bachelor's degree in Information Technology, Computer Science or a related technical field; or equivalent related professional experience.
- You have 8+ years leading IT support, service desk or IT operations teams, including 3+ years leading people leaders within a multi-region, hybrid employee/vendor organization.
- You have experience managing outsourced or vendor-delivered support models, including statements of work, staffing ratios and vendor performance.
- You have a track record of using automation, self-service and process redesign to reduce manual effort while improving the employee support experience.
- You are comfortable working with data - setting and managing to service levels and building the case for tooling investment.
- Preferred: you have supported executive or board-level events and/or physical infrastructure operations such as data center or server room lifecycle management.
The total cash range for this position in Seattle is $201,000.00 to $281,500.00. Employees in this role have the potential to increase their pay up to $321,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual's knowledge, skills, and experience. Pay ranges may be modified in the future.
Benefits and perksExpedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.
Accommodation requestsExpedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
