SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 172,000 - 187,000 / annual
HealthEdge is seeking a Director of Global IT Support to lead and oversee global IT service desk operations, managing a multi-tiered support organization delivering 24/7/365 follow-the-sun coverage to approximately 7,500 employees across five countries (India, US, Philippines, Mexico, and UK). This is a strategic leadership role responsible for establishing world-class service delivery, driving continuous improvement, and ensuring exceptional end-user experiences while managing distributed teams and complex enterprise IT environments.
Key responsibilities include: executing a 24/7/365 service availability strategy aligned with corporate IT objectives; fostering a culture of customer service excellence and continuous learning; building and managing high-performing global teams across multiple time zones; overseeing day-to-day operations of a multi-tiered service desk organization (Tier 1, Tier 2&3, and Hardware Support); establishing service level objectives (SLOs), KPIs, and operational metrics; driving AI transformation initiatives to modernize service desk operations, including AI-powered ticket triage, routing, predictive issue detection, and self-service deflection; championing adoption of AI copilots and agentic tools for technicians; managing annual budget planning, forecasting, and cost optimization; implementing and optimizing the follow-the-sun support model; managing relationships with third-party vendors and managed service providers; building partnerships with HR, Finance, and other corporate functions; driving implementation and optimization of ITSM tools, AI-enabled knowledge bases, and self-service portals; evaluating and implementing emerging technologies including AI-powered chatbots and automation; ensuring integration between service desk platforms and enterprise systems (email, IAM, HRIS); and maintaining security and compliance standards.
The role requires hands-on experience implementing AI/ML-powered ITSM capabilities with measurable impact on deflection or resolution metrics. You will work across multiple time zones in a remote environment, with occasional travel dependent on company needs.
REQUIREMENTS:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field (Master's degree preferred)
- 10+ years of progressive IT experience with at least 5 years in service desk leadership roles
- Proven experience managing global, distributed IT support teams across multiple time zones
- Experience supporting organizations of 5,000+ employees in complex, multi-site environments
- Deep expertise in ITSM frameworks (ITIL v3 or v4 certification strongly preferred)
- Experience with ITSM platforms
- Strong knowledge of enterprise IT infrastructure including email, document sharing, user management systems, identity management, and cloud platforms
- Understanding of enterprise mobility management, end user computing (EUC), endpoint management, and security operations
- Familiarity with integration patterns between ITSM, HRIS, and identity management systems
- Demonstrated ability to lead, develop, and retain high-performing global teams
- Strong change management capabilities with experience leading organizational transformations
- Excellent communication skills with ability to present to executive audiences
- Proven track record of building and scaling service desk operations
- Experience managing budgets, vendor relationships, and contractual negotiations
- Customer service orientation with commitment to exceptional user experiences
- Data-driven decision making with strong analytical and problem-solving skills
- Strategic thinking combined with hands-on operational capabilities
- Cultural sensitivity and ability to work effectively across diverse global teams
- Adaptability and resilience in fast-paced, dynamic environments
- Experience with email and IAM systems federations and complex merger/acquisition IT integrations
- Background or familiarity with healthcare compliance (HIPAA, SOC 2) and security frameworks
- Hands-on experience implementing AI/ML-powered ITSM capabilities (chatbots/virtual agents, intelligent ticket routing, automated knowledge management, predictive analytics) with measurable impact
- Previous experience in merger and acquisition IT integration projects a plus
