Director of Customer Experience

The Director of Global Support & Customer Experience is a dynamic leadership role, directly shaping the success of Astreya’s global service desk program. As the strategic leader of client-dedicated IT support teams, you’ll be at the forefront of delivering world-class service while driving the continuous evolution of processes, technologies, and customer experience. This high-impact, client-facing role offers the opportunity to influence not just day-to-day operations, but also the long-term trajectory of our global support offerings.

You’ll lead diverse, globally distributed teams, leveraging data to make informed decisions that elevate performance and service quality. With a unique blend of visionary leadership, operational excellence, and a customer-first mindset, you’ll cultivate deep client relationships, inspire your teams, and champion innovation. If you thrive in a high-capacity, growth-oriented environment and are passionate about shaping the future of IT support, this role will offer you the platform to make a lasting impact.

Job Description

• The Director of Global Support & Customer Experience is a dynamic leadership role, directly shaping the success of Astreya’s global service desk program. As the strategic leader of client-dedicated IT support teams, you’ll be at the forefront of delivering world-class service while driving the continuous evolution of processes, technologies, and customer experience. This high-impact, client-facing role offers the opportunity to influence not just day-to-day operations, but also the long-term trajectory of our global support offerings.
• You’ll lead diverse, globally distributed teams, leveraging data to make informed decisions that elevate performance and service quality. With a unique blend of visionary leadership, operational excellence, and a customer-first mindset, you’ll cultivate deep client relationships, inspire your teams, and champion innovation. If you thrive in a high-capacity, growth-oriented environment and are passionate about shaping the future of IT support, this role will offer you the platform to make a lasting impact.

Your Roles and Responsibilities:

• Oversee the execution of all user-facing IT support services, ensuring remote teams deliver outstanding service in a client’s managed services environment.
• Collaborate closely with stakeholders to align service capabilities that maximize service value and customer success.
• Lead day-to-day operations, using data and metrics to monitor service health, address root causes of issues, and coach teams for continuous improvement.
• Manage global teams delivering IT support across multiple channels, including walk-up, desk-side, and fully remote (email, phone, chat).
• Serve as a key point of contact for stakeholders, regularly communicating on performance metrics, KPIs, quality improvements, opportunities, and challenges on a weekly, monthly and quarterly cadence.
• Cultivate a collaborative team culture that encourages trust, knowledge-sharing, autonomy and innovation to enhance service delivery and efficiency.
• Drive talent development through effective sourcing, onboarding, training, and performance management to build a high-performing, client-dedicated team.
• Implement, train, and enforce service methodologies and best practices, regularly reviewing outputs for consistency and quality.
• Manage team performance, setting objectives, conducting regular performance reviews, and addressing low performance with coaching, training, and improvement plans.
• Develop and implement retention programs to foster healthy employee engagement, growth and careering pathing.
• Lead professional communications, including announcements, operational changes, and new initiatives, ensuring clarity and alignment with key stakeholders.

Core Service Management:

• Responsible for the execution, oversight and optimization of service operations across multiple lines of service, including:
• Capacity planning and workforce management
• Incident management
• Service request fulfillment
• Escalation management & root cause analysis
• SLA, OLA, and KPI adherence
• Defining reporting & analytics requirements
• Knowledge management and user-facing documentation
• Workflow development and standard operating procedures
• Transition management for new or expanding services
• Continuous Service Improvement (CSI) initiatives
• Service innovation and automation

Required Experience:

• Bachelor’s or Master's degree in Information Technology Management, Management Information Systems, Business Administration or equivalent professional experience in IT, service operations, or related field.
• 5+ years of direct people management experience, leading teams of supervisors and managers, with a proven ability to coach, develop talent, and manage performance.
• 10+ years of total IT experience, with deep knowledge of enterprise IT operations, service desk functions, and customer experience management.

Qualifications:

• Character-Focused: Focused on developing high functioning, autonomous teams who are equipped and empowered to make decisions and take a high degree of responsibility for delivering a world class customer experience and service outcomes.
• Data-Driven Problem Solver: Expertise in leveraging operational metrics to not just analyze service performance, but actively drive tangible improvements that elevate both service quality and operational efficiency.
• Inspirational Leadership: Proven ability to lead and motivate globally distributed, cross-functional teams, fostering collaboration and accountability while empowering them to achieve high-impact results through intrinsic and extrinsic motivations.
• Client Relationship Builder: A trusted partner to clients, consistently delivering value through strong relationships and a track record of driving transformative IT support programs that meet and exceed expectations.
• Service Optimization Expert: Deep experience in refining key service areas—such as IT asset management, inventory systems, device logistics, and audio-visual support—resulting in streamlined operations and enhanced service delivery.
• Executive-Level Communicator: Exceptional verbal and written communication skills, with the ability to engage confidently and persuasively at all organizational levels, from technical teams to executive stakeholders.
• Financial Acumen: Strong command of financial management principles, including P&L oversight, ensuring profitability while balancing operational excellence and service delivery.
• Self-Starter with Impact: Highly motivated and results-driven, with a relentless sense of urgency and personal accountability, consistently driving initiatives to successful completion.

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers