Global Manager, IT Employee Services

NiCE Ltd. is an innovative company recognized as a market leader in AI, cloud, and digital solutions. The Global Manager, IT Employee Services will lead the worldwide employee technology support organization, overseeing the Global Service Desk and regional Tech Support teams while driving operational excellence and enhancing employee experiences through strategic automation and AI technologies.

Responsibilities:

• Lead and mentor a distinguished, professional Global Service Desk (GSD) team, fostering a culture of technical excellence, empathy, and professional growth
• Cultivate a team capable of providing white-glove support for executive leadership and key stakeholders, ensuring zero-friction technology experiences
• Maintain a gold-standard repository for ticketing and technical documentation, promoting a culture of collaborative knowledge sharing and rapid onboarding
• 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
• Architect robust staffing models and readiness plans to ensure seamless, 24/7 global operations across all time zones
• Drive the maturity of ITSM practices (Incident, Request, Problem, Knowledge, and Change Management) to ensure operational stability and governance
• 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
• Accelerate the digital roadmap by expanding AI-driven virtual agents, sophisticated automation workflows, and intuitive self-service portals to reduce manual overhead
• Ensure the team delivers elite troubleshooting across a diverse ecosystem of devices (macOS, Windows, Mobile) and enterprise platforms
• Serve as a confident liaison between IT and business units, translating complex technical data into strategic insights that drive organizational value
• Expertly manage major incidents and business communications while nurturing strategic vendor partnerships to ensure the highest tier of service delivery