Director, Global IT Support with full responsibility for the delivery and support of all IT services and enterprise systems globally.Managed a geographically distributed team of 16 located in Europe, Asia and the US in the delivery of global IT services and support.Implemented a global support model that has achieved 98%+ monthly customer satisfaction since implementation in March 2017.Successfully established centralised support delivery model to provide support to all 3 world regions (US, Europe and Asia).Implemented key performance metrics to measure performance and analyse trends using dashboards in Zendesk Explore, Microsoft Power BI and GoodData.Integration of multiple siloed system support teams with separate support workflows into the global support model.Reduced ticket count in newly acquired company offices by up to 75% by introducing desktop hardware standardisation, infrastructure upgrades, migration to cloud based enterprise applications, migration of production data to the cloud and integration with the global support model with established support workflows.Migrated the service desk to Zendesk’s cloud-based platform to streamline customer support and bring multiple support channels such as email, chat and web forms under one support platform.Supported the implementation of Okta, a cloud-based enterprise identity management service supporting application provisioning, Single Sign-On (SSO), Active Directory (AD) integration, the centralized deprovisioning of users and multifactor authentication (MFA).Supported the implementation of a unified global file repository with Citrix ShareFile, a secure cloud-based file service that enabled the decommissioning of all distributed files servers across the company.Developed and implemented the security model for all ShareFile production folders to include automated folder provisioning and security permissions.