Senior Director of IT & Customer Support

Job Description

Job Description:\n\n Worldscape is a cutting-edge platform designed to unify distributed data, sensors, and intelligent agents across cloud, on-prem, and edge environments. By combining geospatial intelligence, physics-based 3D simulation, and reward-driven AI, Worldscape enables organizations to build immersive digital twins for predictive modeling, scenario planning, and adaptive decision-making. With a zero-trust security framework, seamless integration with legacy systems, and robust developer tools, Worldscape empowers rapid deployment of agentic applications that drive resilience and efficiency in sectors like logistics, telecom, defense, and infrastructure. \n\n \n\n \n Worldscape is seeking an experienced Senior Director of IT & Customer Support to lead two critical functions as the company rapidly scales: enterprise Information Technology and global Customer Support. \n \n \n This leader will own Worldscape's internal IT environment, ensuring employees have secure, reliable, and highly automated technology services while maintaining the security and compliance posture required to operate across commercial, defense, and classified environments. The role will establish scalable IT operations spanning identity, endpoints, collaboration, networking, cloud services, enterprise applications, service management, asset management, and employee technology support. \n \n \n In parallel, this leader will build Worldscape's customer support organization from the ground up, establishing the people, processes, systems, service levels, and operating model required to provide 24x7 support for mission-critical customers. The organization must support commercial enterprises as well as U.S. Government and national security customers operating Worldscape across cloud, private cloud, air-gapped, and other secure environments. \n \n \n The Senior Director will be a hands-on leader who can establish the strategy and architecture while also building and operating the systems required today. This role requires someone comfortable working in a fast-growing technology company where automation, security, customer obsession, operational discipline, and speed matter equally. \n \nResponsibilities:\n\n \n \n Information Technology Leadership \n \n \n \n Own Worldscape's enterprise IT strategy, architecture, operations, and roadmap.\n Build scalable IT infrastructure capable of supporting rapid company growth.\n Lead identity and access management, endpoint management, networking, collaboration systems, enterprise applications, and employee technology services.\n Own administration and operational governance of Microsoft 365, Entra ID, Azure/AWS-related enterprise services, and other core SaaS platforms.\n Establish standardized device provisioning, configuration, patching, lifecycle management, and secure decommissioning.\n Develop scalable onboarding and offboarding processes in partnership with HR, Security, and Operations.\n Establish enterprise asset, software license, and technology inventory management.\n Build a highly responsive internal IT service desk with measurable service levels and employee satisfaction metrics.\n Drive automation and self-service wherever practical to enable a rapidly scaling workforce without proportionally scaling IT headcount.\n Develop IT operating procedures, standards, documentation, disaster recovery plans, and business continuity capabilities.\n Manage IT vendors, service providers, licensing agreements, and technology budgets. \n \n \n \n Security & Compliance \n \n \n \n Partner closely with Worldscape's Security organization to ensure enterprise IT meets company and customer security requirements.\n Implement and maintain appropriate identity, endpoint, network, device, data protection, logging, and access-control policies.\n Support Worldscape's compliance obligations and certifications, including SOC 2, CMMC, ISO 27001, FedRAMP, and other applicable government security frameworks.\n Ensure IT systems, processes, and documentation are audit-ready and continuously maintained.\n Support secure operations across commercial and government environments.\n Establish appropriate privileged-access management and administrative controls.\n Partner with Security on incident detection, response, investigation, remediation, and post-incident improvement.\n Help establish secure operating practices for employees handling sensitive customer and government information. \n \n \n \n \n Customer Support Leadership \n \n \n \n Design, build, and lead Worldscape's 24x7 customer support organization.\n Establish a scalable support operating model capable of supporting commercial, defense, intelligence, and allied customers.\n Define Tier 1, Tier 2, and Tier 3 support responsibilities and escalation paths across Customer Support, Product, Engineering, Studios, Mission Teams, and Security.\n Establish customer-facing service levels, response objectives, severity classifications, escalation procedures, and incident communications.\n Build support coverage models, staffing plans, rotations, and on-call procedures required for 24x7 operations.\n Implement the customer support platform, ticketing system, knowledge base, monitoring integrations, and operational dashboards.\n Develop standardized support processes for incidents, service requests, defects, outages, customer escalations, and operational questions.\n Establish major-incident management processes for mission-critical customer issues.\n Ensure customers receive timely, professional, technically credible support throughout the lifecycle of an issue.\n Build processes capable of supporting customers operating Worldscape in cloud, private, disconnected, air-gapped, and secure government environments.\n Partner with Product Management and Engineering to ensure recurring customer issues become actionable product improvements. \n \n \n \n \n Service Management & Operations \n \n \n \n Establish a modern service management discipline across both internal IT and external customer support.\n Define and track SLAs, SLOs, KPIs, incident metrics, availability measures, customer satisfaction, and operational performance.\n Establish incident, problem, change, configuration, and knowledge management practices appropriate for Worldscape's scale.\n Create operational dashboards that provide leadership with visibility into service health, support demand, response times, recurring issues, and organizational capacity.\n Develop runbooks and playbooks for common incidents and customer support scenarios.\n Lead root-cause analysis and corrective-action processes following significant incidents.\n Drive continuous improvement based on operational data rather than anecdotal issues.\n Identify opportunities to use AI, agents, automation, telemetry, and self-service to improve both employee and customer support. \n \n \n \n Customer & Product Partnership \n \n \n \n Develop trusted relationships with Worldscape customers and technical stakeholders.\n Serve as the senior escalation point for critical customer support issues.\n Partner with Worldscape Studios, Mission Teams, Product Management, and Engineering to ensure customers receive coordinated support.\n Establish clear mechanisms for feeding support trends and customer issues into the product roadmap.\n Participate in customer readiness reviews for major deployments and launches.\n Ensure supportability, observability, documentation, diagnostics, and operational readiness are considered during product development.\n Help establish customer-facing documentation, knowledge bases, troubleshooting guides, and operational runbooks.\n Represent Customer Support during major customer deployments, exercises, demonstrations, and operational events when required. \n \n \n \n Team Leadership \n \n \n \n Recruit, build, mentor, and develop high-performing IT and Customer Support teams.\n Develop the staffing and organizational model required to transition Customer Support to full 24x7 operations.\n Establish clear roles, responsibilities, career paths, performance expectations, and operating rhythms.\n Build a culture of customer obsession, accountability, urgency, technical excellence, security, and continuous improvement.\n Develop leaders capable of independently managing IT operations, service desk functions, support shifts, and customer escalations.\n Coordinate effectively with Engineering, Product, Mission, Studio, Security, HR, Finance, and Executive Leadership.\n Create an organization capable of scaling substantially while maintaining a high level of service. \n \n \n \n \n \n \n \n \n \n \n \n \n \nRequired Qualifications:\n\n \n \n \n Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, Cybersecurity, Business, or a related discipline. Equivalent significant professional experience may be considered.\n 12+ years of progressive experience in enterprise IT, technical operations, customer support, service delivery, or related technology organizations.\n 5+ years of senior leadership experience building and leading technical teams.\n Demonstrated experience operating enterprise IT in a rapidly growing technology organization.\n Experience building or leading a 24x7 technical support, operations, NOC, service desk, or customer support organization.\n Strong knowledge of Microsoft 365, Entra ID, identity and access management, endpoint management, enterprise networking, SaaS administration, and cloud technologies.\n Experience implementing enterprise IT service management and customer support platforms.\n Strong understanding of incident management, problem management, escalation management, change management, and operational readiness.\n Experience establishing SLAs, operational metrics, dashboards, and service performance reporting.\n Demonstrated ability to automate IT and support processes and build scalable self-service capabilities. \n Strong understanding of cybersecurity principles and enterprise security controls.\n Proven ability to recruit, organize, and lead multidisciplinary technical teams.\n Exceptional written and verbal communication skills, including the ability to communicate effectively with engineers, employees, customers, and executive leadership.\n Demonstrated ability to operate effectively in a fast-paced environment with rapidly evolving requirements. \n \n \n \nPreferred Qualifications:\n\n \n \n Experience supporting defense, intelligence, Federal Government, or other mission-critical customers.\n Experience operating IT or customer support environments subject to CMMC, NIST 800-171, SOC 2, ISO 27001, FedRAMP, or similar compliance requirements.\n Experience supporting software deployed across commercial cloud, private cloud, on-premises, disconnected, air-gapped, or classified environments.\n Experience building a customer support organization from an early stage through 24x7 operations.\n Experience supporting enterprise SaaS, PaaS, simulation, AI, cloud infrastructure, developer platforms, or other complex technical products.\n Experience with ITSM and customer support platforms such as ServiceNow, Jira Service Management, Zendesk, Dynamics 365, or comparable systems.\n Experience implementing observability, monitoring, alerting, incident response, and operational automation.\n Experience using AI and automation to improve IT service delivery and customer support.\n ITIL, CISSP, CISM, Microsoft, AWS, Azure, or comparable technical certifications.\n Experience working in a venture-backed technology company or defense startup. \n \n \n\n Final compensation will be determined based on factors such as experience, skills, and qualifications. In addition to base salary, this role may be eligible for performance-based bonuses and equity awards. \n\n Why Worldscape? \n\n There is nothing more important to Worldscape than our culture. It is the fundamental means by which we will succeed as an organization. Talent, ability, drive, experience, knowledge cannot be maximized without first embracing the culture we espouse and will live every single day.  Worldscape offers great benefits, opportunities for continued growth, and the ability to directly affect change in our organization and be part of a high-growth startup at a pivotal stage. \n\n \n\n What we offer: \n\n - Competitive salary and meaningful equity \n\n - Attractive benefits package \n\n - Flexible time off policy \n\n - Medical, Dental and Vision insurance \n\n - HSA health insurance options \n\n - 401k plan \n\n - Basic and Voluntary Life Insurance\n\n - Fast paced environment with flexibility and ownership\n\n \n\n Worldscape is committed to creating a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.\n\n \n\n Employment is contingent upon successful completion of a background check.\n\nWe 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.