Director, IT Enterprise Services

About the jobDisclaimer: Beware of Recruitment Scams – Legitimate Cvent recruiting communications will always come from an official ‘name@cvent.com’ email. We never request any payments or ask for sensitive personal or financial information via chat or social media platforms. For more information, please visit: https://www.cvent.com/en/notice-recruitment-fraudOur Culture and ImpactCvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and ~30,000 customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.AI at Cvent: Leading the FutureAre you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you..Job Summary:The Director of IT Enterprise Services will be responsible for managing a global team of 20+ technicians, engineers, team leads, and managers who are focused on providing Tier-1 and Tier-2 support for over 40 different IT services, training employees, monitoring services availability, managing office infrastructure, and maintaining hardware and software asset inventories. This individual will also be the functional manager for our global service desk, assisting in developing Service Desk roadmaps and strategy, and providing consulting services to non-technical departments on how to effectively use IT service to solve business problems. The ideal candidate will have a strong technical background, having advanced from hands-on technical roles to technical management positions.Key Responsibilities:Deliver excellent customer service to all employees, ensuring a positive IT experience.Execute the Service Desk roadmaps, strategy, and business decisions related to IT.Collaborate with senior management and key stakeholders to understand current and future IT requirements.Manage and improve the global Service Desk through automation and self-service.Organize and communicate Global IT standards and processes.Manage vendor relationships in APAC region for software and hardware purchases.Maintain global hardware and software procurement and inventory.Oversee IT Enterprise Services onboarding of new employees in India.Conduct and improve incident management routines.Actively coach the team in learning new technologies and industry best practices.Serve as the escalation point for all requests and incidents in APAC region.Oversee the team's day-to-day operations, ensuring that infrastructure in Cvent offices in APAC region is highly available, secure, and scalable.Work closely with US-based functional managers to ensure alignment with global IT strategy and initiatives.Build and advance processes and culture to empower the team.Work with IT Management to build an annual IT budget and monitor expenditure.Qualifications:Bachelor's degree with a minimum of 10 years of relevant experience.Experience in Enterprise IT Managed Services supporting 1000+ end users.Strong customer service experience and sensibility.Familiarity with hardware troubleshooting and maintenance.Prior experience with service desk technical platform administration.Advanced knowledge of Change, Configuration, and Incident Management.Familiar with AWS, Azure, Office 365, Box, Slack, Zoom Video conferencing, Atlassian products, and other SaaS services.ITIL v3 Foundation.Good understanding of WAN, LAN, Wi-Fi, and Firewall technologies.Experience with MDM and end-pint configuration management technologies such as JAMF, SCCM, Intune, AirWatchPreferred Qualifications:Master's degree with 15 years of experience.Experience in Enterprise IT Managed Services supporting 5000+ end-users.Understanding of IT structure in a global organization.ITIL v4 Foundation.PMP Certification.Experience with managing AWS, Office 365, Box, Slack, Zoom, Atlassian, and other SaaS services.Experience in managing IT budgets.Excellent communication and collaboration skills.