Global IT Support Director

Today's world is crime-riddled. Criminals are everywhere, invisible, virtual and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough… 

Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too.  

For nearly 30 years, the incredible minds at Cognyte around the world have worked closely together and put their expertise to work, to keep up with constantly evolving technological and criminal trends, and help make the world a safer place with leading investigative analytics software solutions. 

We are defined by our dedication to doing good and this translates to business success, meaningful work friendships, a can-do attitude, and deep curiosity.

We seek a strategic and results-driven Global IT Support Director to lead and evolve our global IT operations function. This leader will be responsible for the reliability, governance, and continuous improvement of enterprise IT services and delivery processes. The Director will oversee global IT service management practices, ensure practical problem and change management, govern IT asset management, and act as the operational lead for cross-functional initiatives, including M&A integrations and new office expansions.

This role requires a strong understanding of enterprise infrastructure, cloud technologies, automation tools, and SaaS ecosystems, and the ability to partner effectively with global stakeholders and technical teams.

As a Cognyter you will:

Team leadership and management

• Build and lead a high-performing global IT operations team, including managers, specialists.
• Define and evolve team structure, roles, and responsibilities to align with business and technology needs.
• Set clear performance objectives, track KPIs, and lead performance reviews and development plans.
• Foster a collaborative, accountable culture that promotes excellence, innovation, and continuous improvement.
• Mentor and grow team members to support succession planning and long-term capability development.

Service Management & Operations

• Lead global IT operations service delivery, focusing on service stability, risk mitigation, and user experience.
• Own and mature core ITIL processes, including incident, problem, and change management, ensuring robust root cause analysis and continuous improvement.
• Manage and govern the IT asset lifecycle, including hardware/software inventory, licensing, and optimization.
• Drive performance management through SLAs, KPIs, and analytics across IT service delivery.
• Ensure compliance with global regulatory and internal standards across all operational functions.
• Promote the use of automation tools and technologies to increase operations' efficiency, consistency, and scalability.

Program & Project Delivery

• Lead global cross-functional IT programs, ensuring timely and cost-effective execution of projects involving collaboration tools, digital workplace, and enterprise services.
• Own and lead IT delivery for new office buildouts and expansions globally, including planning, network connectivity, AV, security systems, and employee technology readiness.
• Lead IT efforts in M&A activities.
• Partner with internal project and program managers to track milestones, mitigate risks, and deliver consistent outcomes across geographies.

Strategic Planning & Governance

• Contribute to the development and execution of the IT operations roadmap in alignment with organizational and technology goals.
• Lead efforts around operational governance, including vendor management, risk controls, and cost optimization.
• Champion structured service delivery methodologies, process automation, and continuous improvement initiatives.

Collaboration & Stakeholder Management

• Partner with internal and external IT Groups and business units to ensure cohesive delivery of IT services.
• Serve as an escalation point for operational issues and a key stakeholder in service strategy and user experience initiatives.

For that mission you will need:

• 10+ years of experience in IT operations or service management, including leadership roles with global accountability
• Demonstrated expertise in implementing and managing ITIL-based processes, including problem management, change control, and service governance
• Experience managing global IT asset programs and leading service improvement initiatives
• Proven success in managing and developing globally distributed technical teams
• Experience managing IT delivery for global office buildouts or workplace expansion projects
• An endlessly curious mind

Strong understanding of:

• Enterprise infrastructure (e.g., networking, endpoint management, identity)
• SaaS ecosystems (e.g., Microsoft 365, ServiceNow)
• Automation tools and technologies for workflow orchestration and operational efficiency
• Excellent communication, leadership, and cross-functional collaboration skills

Preferred Skills:

• Experience with global digital workplace or operational transformation projects
• Certifications: ITIL, PMP, or other relevant credentials
• Practical experience with ServiceNow and Microsoft 365 tools