Senior Director, IT Global Support at Nvidia Corporation in Santa Clara, California

Job Description:

NVIDIA is seeking a Senior Director, IT Global Support Organization, to lead all aspects of the team with outstanding technical expertise and intuition for business. The leader will be responsible for all aspects of end-user support, including global service desk, advanced end-user support services - both virtually and through 15 service centers, client systems provisioning and deployment IT service management, employee-facing communication, and service delivery, among others.

As a Senior Director, you will develop a team and culture focused on setting and meeting high expectations, responsive and resolution service level agreements, and achieving metrics that deliver best-in-class support services worldwide. Cultural fit is a must, as you will need to be self-motivated, critical problem solver, data-driven, results-oriented, with a focus on delivering outstanding end-user experiences.

What you'll be doing:

• Provide direct leadership to the regional IT managers and directors around the world in the Americas, EMEA, APAC, and India regions
  
  


• Defines the strategy and roadmaps for the global end-user support services, service desk, field office support, and deskside support, including the performance enablement of the full team
  
  


• Manages a high-performance team of employees and service providers to deliver a quality set of coordinated global services with alignment to standard processes, tools, and service levels
  
  


• Identifies and implements industry-aligned metrics to continuously improve service levels and reporting
  
  


• Build relationships with key Business and Regional partners and all IT staff to ensure that IT delivered services and end-user efficiency goals are understood and exceeded
  
  


• Be an active member of the change and problem management teams responsible for increased incident ticket avoidance and decreased end-user downtime
  
  


• Effectively engages the Senior IT Leadership Team to collaborate on strategic projects and operational alignment with IT application, client/collaboration engineering, infrastructure, and security teams
  
  


• Define team goals in alignment with organization and company goals and be accountable for team performance
  
  


• Manage and report on key metrics and SLA's
  
  


• Prepare cost analysis, fiscal year planning, and budget plans and proposals as needed
  
  


• Manage escalations of incidents through the different support tiers within end-user services as well as other technical operations groups
  
  


• Develop positive end-user relationships to drive customer satisfaction
  
  

What we need to see:

• Bachelor's degree in Science, Engineering, Information Systems or equivalent experience
  
  


• 15+ years of total experience with 8+ in a leadership position
  
  


• Extensive experience working in an IT Leadership position as a people manager
  
  


• Ability to coach and mentor a team to deliver outstanding results
  
  


• Ability to work in a fast-paced environment and to adapt to changing priorities
  
  


• Skilled at managing outsourcing partnerships
  
  


• Deep interest in technology trends and awareness of the evolution of enterprise platforms
  
  


• Strong oral and written communication skills
  
  


• Experience in streamlining Service Desk and Desktop support functions
  
  


• Proven track record of developing, managing to and reporting on SLAs
  
  


• Development of and ensuring staff alignment to IT policies and procedures to ensure consistent quality of service
  
  


• Capacity to lead by example and develop strong personnel performance goals
  
  


• Strong documentation skills
  
  


• Ability to clearly articulate ideas in user-friendly language to non-technical staff and end-users
  
  


• Team-oriented and skilled in working within a collaborative environment
  
  

NVIDIA is widely considered to be one of the technology world's most desirable employers. We have some of the most forward-thinking and hardworking people in the world working for us. If you are creative and autonomous, we want to hear from you!

NVIDIA is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression , sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.