Senior Director of IT & Customer Support
Core
Lead enterprise IT strategy, operations, and security compliance while building a 24x7 global customer support organization for a digital twin platform.
Role type
Senior Director of IT & Customer Support
Builds
Scalable IT infrastructure, secure support operating model, and service management systems
Domain
Enterprise IT, Cloud Security, Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
IT strategy, cloud infrastructure management, identity and access management, security compliance, customer support operations, service level management, vendor management, automation, incident management
Preferred skills
Experience in defense/government environments, building support organizations from scratch, knowledge of air-gapped environments
Technologies
Microsoft 365, Entra ID, Azure, AWS
Responsibilities
Own enterprise IT strategy, architecture, and roadmap; Build scalable IT infrastructure; Lead identity and access management; Establish 24x7 customer support organization; Define support tiers and escalation paths; Implement support platforms and ticketing systems; Partner with Security on compliance and incident response; Establish service management discipline across internal and external teams
