At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
The Global Manager, 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.
Impact AreasOperational 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.
- 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.
- 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.
- 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 remdiation 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.
- 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.
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Skills Required
- Bachelor's degree in information technology or a related field
- 8-12+ years of experience in IT Support or IT Operations
- 4-6+ years leading global or multi-site teams
- Demonstrated ability to leverage operational metrics to drive improvements in employee technology experience
- Strong ITSM expertise with a solid technical foundation
- Proven experience implementing AI-driven support models
- Exceptional communication, leadership, and stakeholder management skills
NICE Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NICE and has not been reviewed or approved by NICE.
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Healthcare Strength — Benefits are described as broad and comprehensive, spanning medical, dental, vision, life, disability, and mental-health support. Added programs like FSA options and fitness stipends contribute to a well-rounded health and wellness offering.
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Retirement Support — A 401(k) is part of the package, sometimes paired with match details that are described as typical to stronger depending on role and time period. Employee stock participation is also positioned as an additional long-term wealth-building component for eligible roles.
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Flexible Benefits — Flexible work arrangements are emphasized, including hybrid setups and remote options for some roles. Flex scheduling, paid holidays, and paid sick time add to the perceived flexibility of the overall rewards package.
NICE Insights
What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
