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Global Director of Information Technology | Customer & Employee Experience Expert | Team Builder

As a seasoned IT professional with years of experience leading high-performing global support teams, I am dedicated to driving operational excellence and delivering superior customer satisfaction. My expertise spans IT Support strategy, service delivery optimization, and technology-driven transformation, making me a strong candidate for a Global Director of IT Support position.

Core Competencies:

	•	Global IT Support Leadership
	•	Service Delivery Management
	•	Strategic IT Planning
	•	Process Improvement & Automation
	•	Customer Experience Enhancement
	•	Team Building & Development
	•	Incident & Problem Management
	•	Vendor & Stakeholder Relations

Throughout my career, I have successfully managed cross-functional teams across multiple geographies, ensuring seamless support operations and achieving consistently high service levels. I excel in developing and implementing strategic IT support frameworks that align with business objectives, leveraging cutting-edge technologies to improve efficiency and scalability.

Professional Highlights:

	•	Led a global IT support team of 30-40 professionals across multiple countries, achieving a 98% improvement in first-call resolution rates and a 96% reduction in ticket backlog.
	•	Spearheaded the rollout of an innovative ITSM platform that streamlined service management processes, resulting in a 99% increase in user satisfaction scores.
	•	Implemented robust incident and problem management protocols, reducing critical system downtime by 95% and minimizing business disruption.
	•	Fostered a customer-centric culture within the IT support organization, leading to a 98% boost in Net Promoter Scores (NPS) and positive user feedback.
	•	Collaborated with senior leadership to align IT support services with overall business strategy, driving growth and operational efficiency.

I am passionate about mentoring and developing talent, fostering an inclusive and collaborative work environment where every team member can thrive. My approach is data-driven and results-oriented, always aiming to exceed expectations and deliver measurable business value.

I am excited about the opportunity to bring my expertise to a forward-thinking organization, where I can contribute to the success of the IT support function on a global scale. Let’s connect and explore how I can add value to your team.

• Lead the development and implementation of IT strategies, ensuring alignment with business goals, driving technological innovation, and enabling company growth.
• Managed and optimized the company’s IT infrastructure, including networks, ensuring reliability, scalability, and high availability to support e-commerce operations.
• Directed the technical management of the e-commerce platform, ensuring seamless system integration, enhanced customer experience, and streamlined operations across all digital channels.
• Established and maintained robust cybersecurity protocols, safeguarding company and customer data.
• Identified and integrated emerging technologies to improve efficiency, reduce costs, and maintain a competitive edge in the market.
• Regularly communicated IT performance, risks, and opportunities to executive team, providing clear and actionable insights.

Director of IT

• Lead the internal technology departments, leadership, and teams in all aspects of device support, access control, security protocols, onboarding, oboarding and user customer service.
• Responsible for the onboarding/oboarding success during rapid scaling up and down of the company headcount during a fully wfh environment (2500 employees to 13000 employees, then back down to 3000 employees.).
• Partnered with internal infrastructure, networking, security, project management and saas leadership to ensure the company's broader initiatives and objectives are met.
• Maintained vendor relationships for equipment total lifecycle.
• Operated in a Mac/PC/iOS/Android environment.
• Improved security and access control measures, enabling 99.8% uptime on essential business services.
• Developed and maintained operational reports to management on KPI's, such as End User Satisfaction, Service Level and Cost of Service.
• Implemented automation tools to increase productivity of Service Desk sta and reduced service desk ticket resolution cycle times.

Director Global IT Support & IT Lifecycle

• Managed internal technology department in all aspects of sta device support and network infrastructure.
• Worked closely with external vendors to facilitate all equipment leasing/procurement lifecycle.
• Responsible for MDM configuration and client compliance as a key daily responsibility to ensure full network security and backend system operation.
• Operated in a Mac/PC/iOS/Android environment.
• Reported directly to Vice President of Technology & COO.
• Provided technical support and maintenance of IT assets.

Internal Technology Manager

• Used Apple problem-solving and steps of service to assure customers of eicient resolutions to their technical problems. 
• Maintained composure and customer focus while troubleshooting and solving technical issues according to Apple policy. 
• Helped ensure that the workload is handled by the team eectively in high pressure situations.

Genius

Retail Sales Manager

Operated highest volume retail store in Central Ohio. Launched multiple new “Playground” locations in the Washington DC area. Operated store based on monthly P&L statements and made adjustments accordingly.

Provide day-to-day operational business management that includes inventory control, cash management, hours of operation and staff management. Oversight on all operational budgeting criteria and sales quota requirements to include activations, accessory sales, data attachment and service & repair.

Responsible for the simultaneous operational management of multiple retail locations in my territory. Coordinated sales promotions, allocated sales quotas across a cadre of trained associates and made financial decisions supporting daily operations.

Area Retail Manager

Responsible for all aspects of Customer Service support that included new line activation, credit checks, account troubleshooting and providing additional product and services.

Retail Sales Consultant

Find out detailed information about Chris Glass, Global Director of Information Technology | Customer & Employee Experience Expert | Team Builder in Orange, California

Chris Glass: Global Director of Information Technology | Customer & Employee Experience Expert | Team Builder in Orange, California

Chris Glass