Global IT support, run as an experience and measured like one.
Consolidating and modernizing service desks across the Americas, EMEA, and APAC. At TK Elevator, 26 regional service desks became one global operating model worth $3M in annual savings. At Dolby, mean time to resolution fell from five days to three and ticket volume dropped from 60,000 to 42,000 in six months.
- Base
- Atlanta metro, Georgia
- Open to
- Remote, hybrid, on site
- Certified
- ITIL & ServiceNow
Twenty six regional service desks, folded into one global operating model.
Every claim here is a before and an after.
Service operations get judged on movement, not activity. Three organizations, three sets of numbers that moved.
Senior Manager, Global IT Support & Field Operations
2023 / 2026Moving all three at once took Moveworks AI automation, expanded self service, and a knowledge base rebuilt to be AI ready. Delivered in six months across 3,000 users and 15,000 endpoints in 11 countries and 15 sites, directing about 38 staff plus a 20 person MSP under an SLA tied performance model.
Four things a global support organization needs from its director.
Global service desk and support operations
Consolidating and scaling multi region service desks, field and desktop operations, and ITIL based incident, problem, and change management.
Customer and end user experience
Designing service around the people who use it, with SLA and experience governance, self service, and knowledge centered support.
AI enabled support and automation
Moveworks AI, ServiceNow, virtual agents, and AI ready knowledge that deflect volume and speed resolution without thinning the service.
Vendor, MSP, and SIAM leadership
Structuring and governing managed services contracts, SIAM operating models, and BPO transformation while keeping architecture and governance in house.
The size of the estate behind the numbers.
Figures reflect the Dolby and TK Elevator mandates, the two most recent and largest.
Support leadership across manufacturing, media, retail technology, and financial services.
Senior Manager, Global IT Support & Field Operations
Led global IT support and field operations for 3,000 users and 15,000 endpoints across 11 countries and 15 sites, directing about 38 staff plus a 20 person MSP. Cut mean time to resolution from five days to three and ticket volume from 60,000 to 42,000 in six months through Moveworks AI automation, self service, and an AI ready knowledge base rebuild. Raised SLA compliance from 85 to 90 percent and governed the primary MSP under an SLA tied performance model.
Director, Global Service Desk & IT Operations
Consolidated 26 regional service desks into one global operating model for $3M in annual savings. Raised SLA compliance from 80 to 88 percent by redesigning service catalog, request fulfillment, ITAM, and KCS across global Level 1 and Level 2 support. Built a Gartner designed SIAM model and restructured a $20M managed services contract around it, leading the IT support BPO stream of a Lean IT transformation. Consolidated five legacy systems in a ServiceNow transformation for $500K in annual savings.
Held VP level accountability for North America IT infrastructure while continuing as Director, leading 15 matrixed staff and covering budget, vendor, and project continuity through a leadership vacancy.
Senior Manager, IT Service Management
Lead Supplier Manager for North America on a major global outsourcing contract. Built vendor performance KPIs and launched ServiceNow in North America. Authored ITIL process documentation across Germany, Brazil, Poland, and Hungary to standardize global incident, problem, and change management.
Senior Manager, Global Technical Support & Service Delivery
Led global support for point of sale platforms across 280 stadium and arena accounts, raising customer retention from a 90 percent baseline to 98 percent through proactive, high touch support. Booked $3M in new equipment revenue on contract renewals, positioning IT support as a revenue enabling function that shaped executive investment.
Delivery Director, Managed Services
Directed MSP help desk and Level 2 support for the Atlanta Public Schools account, renewing extended services for $2M in added revenue. Turned around a failing service contract through on site assessments and improved delivery, ran quarterly client service reviews as the MSP lead, and took on additional underperforming accounts.
Oracle Database Administrator
Administered mission critical Oracle databases for enterprise banking systems, maintaining high availability under strict financial services controls, with responsibility for performance tuning, backup and recovery, and change management.