Telecommut
Director, Global IT
Location: Alpharetta, GA
Reports to: Chief Information Officer
Level: M21 / M22, to be confirmed through calibration
Role Summary
Foxit is seeking a Director, Global IT to lead worldwide IT operations across our Australia, China, Europe, India, and U.S. sites. This role owns the people, platforms, services, and operational standards that keep Foxit employees productive globally.
This is a hands-on leadership role for an IT leader who can modernize global operations through AI, automation, AIOps, endpoint modernization, identity governance, and service desk transformation. The successful candidate will help move IT from a reactive support model to a proactive, AI-augmented service function that improves speed, quality, scalability, and user experience.
This role partners closely with Information Security & Data Privacy, Business Applications & Data Analytics, Enterprise Architecture, regional IT teams, and managed service providers.
Key Responsibilities
Global IT Operations
Own global IT operations across identity, endpoint, collaboration, network, cloud platforms, SaaS tools, and workplace technology
Set and manage service-level expectations for availability, response time, resolution time, and user satisfaction
Manage IT operations budgets, vendor relationships, contracts, licensing, and managed service providers
Maintain accurate asset, license, configuration, documentation, and runbook standards
Ensure consistent IT service delivery across Foxit’s global locations
AI-Led Service Desk Modernization
Transform the global service desk into an AI-augmented support model using tools such as Microsoft Copilot, ServiceNow Virtual Agent, ITSM automation, and AI agents
Automate high-volume support areas, including password resets, access requests, software installs, MFA recovery, and common user questions
Establish safe, auditable AI workflows with clear escalation paths and human-in-the-loop controls
Track key metrics such as AI deflection rate, time to resolution, ticket volume reduction, CSAT, and technician capacity gains
Reinvest automation gains into proactive IT improvements and higher-value work
AIOps, Automation & Proactive Operations
Introduce AIOps and predictive monitoring to identify issues before they impact users
Automate remediation for known failure patterns and reduce mean time to detect and resolve incidents
Promote an automation-first culture across repetitive IT operations tasks
Evaluate, pilot, and scale AI tools, copilots, and automation platforms that fit Foxit’s technology stack
Define clear criteria for AI tools that should be adopted, expanded, or retired
Endpoint, Identity & Workplace Technology
Modernize endpoint and identity platforms, including Microsoft Intune, Entra ID, conditional access, and Defender for Endpoint
Ensure consistent device standards, software baselines, and security posture across the global workforce
Support hybrid work through scalable endpoint, identity, and collaboration services
Coordinate regional technology needs, including China-specific considerations, while maintaining a consistent global user experience
Drive effective adoption and governance of Microsoft 365, Teams, Copilot, and related workplace technologies
People Leadership & Global Coordination
Lead, mentor, and develop a distributed global IT team across multiple time zones and regions
Hire and retain technical talent capable of modernizing IT operations through AI, automation, and strong service management
Coordinate regional IT teams, site contacts, and managed service providers to deliver consistent support globally
Set clear performance expectations, provide regular feedback, and address performance issues directly and fairly
Security, Compliance & Risk Partnership
Partner with Information Security & Data Privacy on identity, endpoint, infrastructure, and operational security controls
Ensure IT operations support Foxit’s ISO 27001, SOC 2, and regional compliance commitments
Maintain and test disaster recovery and business continuity plans for IT-managed services
Ensure AI tools used by IT meet Foxit’s data handling, privacy, and security requirements
Strategy & Executive Communication
Build and maintain a multi-year IT operations roadmap aligned to Foxit’s business priorities
Communicate IT risks, trade-offs, priorities, and investment needs clearly to executive and regional leadership
Stay current on enterprise IT trends, especially AI, automation, identity, endpoint management, and service operations
Translate emerging technologies into practical, Foxit-specific recommendations
Required Qualifications
10+ years of enterprise IT operations experience, including at least 4 years in a leadership role with multi-site or multi-country scope
Proven experience leading a modern IT operations and service desk function with measurable improvements in quality, speed, cost, or user experience
Hands-on experience leading AI, automation, AIOps, or service desk modernization initiatives in production environments
Experience selecting, deploying, governing, and measuring the impact of AI agents, copilots, workflow automation, or ITSM automation
Deep knowledge of Microsoft 365, Entra ID, Intune, Defender, endpoint management, conditional access, and identity governance
Strong understanding of ITSM platforms such as ServiceNow, Jira Service Management, Freshdesk, or similar tools
Experience with Azure; AWS or GCP experience is a plus
Working knowledge of network, telephony, collaboration, and workplace infrastructure
Strong executive communication skills with the ability to explain technical risks and trade-offs in business terms
Proven ability to lead distributed teams across time zones, cultures, and regions
Preferred Qualifications
Experience in a software, SaaS, or global engineering environment
Experience supporting or integrating IT operations across acquisitions or post-merger environments
Direct experience with Microsoft Copilot, ServiceNow Virtual Agent, Copilot for Security, OpenAI, Anthropic, GCP, or similar enterprise AI tools
ITIL v4 or equivalent service management certification
Bilingual English / Mandarin Chinese is a strong plus given Foxit’s China operations
Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
