Head of Global IT Employee Services

So, what’s the role all about?

The Head of Global IT Employee Services leads NiCE’s worldwide employee technology support organization, overseeing the 24/7 Global Service Desk (Tier 1) and three regional Tech Support teams (EMEA/IL, Americas, and APAC) and Mobile Team. This leadership role owns all employee support channels, including chat, portal, onsite, and remote services, while driving exceptional employee experiences and operational excellence. The position is responsible for advancing automation and Ailed support strategies, unifying global processes and tools, and partnering closely with IT, Security, HR, Facilities, and Engineering to deliver a seamless, modern, and scalable support ecosystem.

How will you make an impact?

Operational Excellence & Proactive Strategy

• Proactive Service Evolution: Transition from reactive troubleshooting to a preventative service model by leveraging deep data analytics and trend forecasting to resolve issues before they impact the business.
• Scalable Global Infrastructure: Architect robust staffing models and readiness plans to ensure seamless, 24/7 global operations across all time zones.
• Strategic Process Ownership: Drive the maturity of ITSM practices (Incident, Request, Problem, Knowledge, and Change Management) to ensure operational stability and governance.

Performance Benchmarking:

• Establish and monitor high-impact KPIs, including FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to maintain a culture of continuous improvement.
• Use AI technologies to enhance self-service, streamline knowledge management, and create intuitive, frictionless digital experiences for a global workforce.

Professional Team Development

• High-Performance Leadership: Lead and mentor a distinguished, professional Global Service Desk (GSD) team, fostering a culture of technical excellence, empathy, and professional growth.
• Executive-Grade Support: Cultivate a team capable of providing white-glove support for executive leadership and key stakeholders, ensuring zero-friction technology experiences.
• Knowledge & Documentation Standards: Maintain a gold-standard repository for ticketing and technical documentation, promoting a culture of collaborative knowledge sharing and rapid onboarding.

Innovation & Digital Transformation

• Next-Gen Automation: Accelerate the digital roadmap by expanding AI-driven virtual agents, sophisticated automation workflows, and intuitive self-service portals to reduce manual overhead.
• Cross-Platform Technical Mastery: Ensure the team delivers elite troubleshooting across a diverse ecosystem of devices (macOS, Windows, Mobile) and enterprise platforms.
• Strategic Stakeholder Alignment: Serve as a confident liaison between IT and business units, translating complex technical data into strategic insights that drive organizational value.
• Crisis & Vendor Management: Expertly manage major incidents and business communications while nurturing strategic vendor partnerships to ensure the highest tier of service delivery.

Have you got what it takes?

• Bachelor’s degree in information technology or a related field preferred.
• 8–12+ years of experience in IT Support or IT Operations, including 4–6+ years leading global or multi‑site teams.
• Demonstrated ability to leverage operational metrics to drive improvements in the employee technology experience.
• Strong ITSM expertise with a solid technical foundation; familiarity with automation, self-service, and AI driven support models.
• Proven experience implementing AI-driven support models, including virtual agents, predictive issue detection, intelligent routing, and automated remediation workflows to elevate the employee support experience.
• Demonstrated ability to design and scale automation frameworks within ITSM platforms, reducing manual workload and increasing first contact resolution.
• Exceptional communication, leadership, and stakeholder management skills.
• Preferred Qualifications
• Experience managing follow the sun operations and supporting distributed global teams.
• Proven success developing or scaling executive level/VIP support programs.
• Track record of leading continuous improvement initiatives to enhance service quality and operational efficiency.

Why Join Us? 

At NiCE, we don’t just connect systems—we connect people, platforms, and possibilities. In this role, you’ll be at the heart of driving product unification, governance, and go-to-market alignment across a mission-critical platform. You’ll join a team that breaks down silos and enables seamless customer experiences across our product ecosystem. 

If you are a strategic thinker, a collaborative leader, and passionate about delivering cross-platform value, this is your opportunity to shape the future of customer experience with NiCE. 

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

This role is located in our NJ office at Waterfront Corporate Center III, 221 River St, Hoboken, New Jersey 07030 https://www.nice.com/company/global-locations