Description

You will lead NICE's worldwide employee technology support organization, overseeing the 24/7 Global Service Desk and regional Tech Support teams. You'll drive automation and AI-led support strategies, unify global processes, and partner with IT, Security, HR, and Engineering to deliver a seamless, scalable support ecosystem.

Requirements

• Bachelor's degree in IT or related field preferred
• 8-12+ years IT Support/Operations experience, 4-6+ years leading global teams
• Strong ITSM expertise and technical foundation
• Experience implementing AI-driven support models (virtual agents, automation)
• Exceptional communication, leadership, and stakeholder management skills

Responsibilities

• Lead global 24/7 Service Desk and regional Tech Support teams
• Advance automation and AI-led support strategies
• Unify global processes, tools, and ITSM practices
• Establish KPIs (FCR, MTTR, CSAT, NPS, SLA) for continuous improvement
• Mentor team, foster technical excellence and professional growth