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Global Support Operations Director
Confirmed live in the last 24 hours
Locations
Morrisville, NC, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • 15+ years of IT/Technology experience with 10+ in a leadership position
  • Proven track record of streamlining Service Desk, Desktop and ITAM functions
  • Ability to coach and mentor an organization to deliver outstanding results
  • Team-oriented and skilled in working within an exceptionally collaborative, fast-paced environment with frequently changing priorities
  • Capacity to lead by example and develop strong personnel performance goals
  • Deep interest in technology trends and awareness of the evolution of enterprise platforms
Responsibilities
  • Provide direct leadership to the IT and ITAM leads around the world in the Americas, EMEA & APAC regions
  • Develop and communicate the strategy and roadmaps for Global Support Operations, which includes the Service Desk and BizOps teams
  • Motivate a team of high-performing employees (ICs and Leads) and service providers to deliver a quality set of coordinated global services with alignment to standard processes, tools, and service levels
  • Manage and report on key metrics and SLAs to key stakeholders and teams
  • Build strong relationships with key business and regional stakeholders and all Tech Services staff to ensure that delivered services and end-user efficiency goals are understood and exceeded
  • Be an active senior member of the change management teams responsible for increased incident ticket avoidance and decreased end-user downtime
  • Define organization and team goals in alignment with Epic goals and be accountable for organization and team performance
  • Prepare and present cost analysis, fiscal year planning, budget plans and proposals to senior IT leadership and/or executive stakeholders
Epic Games

1,001-5,000 employees

Video game developer (makers of Fortnight)
Company Overview
Epic is a leading interactive entertainment company and provider of 3D engine technology. Epic operates Fortnite, one of the world’s largest games with over 350 million accounts. Epic also develops Unreal Engine, which powers the world’s leading games and is also adopted across industries such as film and television, architecture, automotive, manufacturing, and simulation. Through Unreal Engine, Epic Games Store, and Epic Online Services, Epic provides an end-to-end digital ecosystem for developers and creators to build, distribute, and operate games and other content.
Benefits
  • Health coverage - 100% of the premiums for both you and your dependents. Our coverage includes Medical, Dental, a Vision HRA, Long Term Disability, Life Insurance & a 401k with competitive match and profit share
  • Robust mental well-being programs & free therapy and coaching for employees & dependents
  • Unlimited PTO & sick time
  • Paid sabbatical