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Job Title:  Global Information Technology Director

Company:  Tosca Services, LLC (US)

Atlanta, GA, US, 30361

Travel:  Up to 25 % Travel

Job Description


The Global Director of End-User Experience, Support, and Training is a key leadership position at Tosca, supporting end-users throughout all the US and EMEA corporate and service center operations facilities.  The right leader will build and execute a strategy, processes, training, and an execution team that drives toward continually improving service desk delivery, customer satisfaction, responsiveness, and technical training.


To be successful, you should have strong technical aptitude and superior project and people management skills.  This role also provides this service to support Tosca’s Core Values of Appreciation, Expertise, Collaboration, Passion, Vision, and Reliability.


Job Responsibilities


  • Responsible for the end-user technology experience and advocate for ever-improving end-user experiences.
  • Manage the Tier 1 Global Service Desk Team, Tier 2 and 3 escalation processes, knowledge management, and end-user experience training
  • ITIL process owner for incident management, including severity incidents, change management, problem management, change evaluation, and asset management, working closely with Applications and Infrastructure teams to ensure notification processes are most effective and communication channels with users are always updated.
  • Improve the information security and data loss prevention capabilities and services through training across all end-user devices
  • Provide analysis (including collaboration with business partners) for service support inquiries (both empirical and anecdotal) to present business case support for agreed-upon service times and levels.
  • Look for opportunities to improve incident and service request SLAs continually. 
  • Work closely with Infrastructure and Application Directors to consistently pro-actively deliver high-quality global end-user services and training.
  • Embrace and adopt new technologies while balancing cost, rate of change, and staff/user training.
  • Implement industry-leading service desk solutions to provide support services to team members and contractors, delivering a high level of responsiveness through end-user service desk support, knowledgebase, and implementation of self-service capabilities.
  • Recruit for, manage, train, coach, and mentor a Global Technology Solutions End User Services team as it expands service desk, process, and training capabilities.
  • Oversee Service Team members and provide career development opportunities within the team and growth into other technology or business areas.
  • Continually seek opportunities to optimize end-user technology tools.




  • Bachelor’s degree with a minimum of twenty years experience or Masters’ degree with a minimum of fifteen years experience leading end-user support functions within a technology organization.
  • Experience of at least 5 years working with the EMEA region.
  • Fifteen years (15) of end-user service desk/and/or training management experience in a global technology environment.
  • Experience managing Desktop Architecture and Communication Devices (Mobile phones)
  • Conduct capacity and trend analysis to identify and resolve issues before they become service-impacting events.
  • Demonstrated ability to understand technical issues and systems and communicate technical concepts/solutions to technical and non-technical audiences.
  • Situational assessment and root cause problem solving and resolution abilities working closely with Applications, Infrastructure, and PMO leadership.
  • Dynamic interpersonal and presentation skills to gain respect and trust from staff, customers, vendors, and key stakeholders.
  • Proficient in Microsoft Office technologies


Why Tosca?


Do you want to work in a creative, fun, and exciting team atmosphere? Would you like to work for an established company with an excellent reputation as an employer of choice (Atlanta's Top Workplace Award winner)? Are you passionate about environmentally sound products and practices? Are you ready to take your career to the next level?


We pay a competitive annual salary, plus bonus, depending on experience. We also offer generous benefits including medical, vision, short-term disability, dental, a health reimbursement account (HSA), a flexible spending account (FSA), life insurance, an employee assistance program (EAP), a 401(k) plan with a 6% match with immediate vesting, paid holidays, gap holidays, paid time off (PTO), paid maternity and paternity leave, a fitness reimbursement program, education reimbursements, referral incentives, performance recognition, company parties, and more. If this sounds like the perfect opportunity for you, apply today!



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Nearest Major Market: Atlanta

Job Segment: Manager, Change Management, Management