Head of Enterprise Support and Service Operations

About the role

EPAM is seeking a senior leader to own the technology support experience for its global workforce. You will direct a 24/7, multi‑tier service desk, end‑user computing, and digital workplace function while driving transformation through AI‑driven operations and cost optimization.

Key responsibilities

• Lead a global, always‑on support organization of ~350 professionals, consolidating support functions into a single operating model.
• Oversee L1‑L2 service desk operations, incident/request management and SLA performance worldwide.
• Manage end‑user computing and digital workplace services, including device lifecycle, endpoint support and unified communications.
• Own cross‑competency leveraged L1.5/L2 support and executive white‑glove support.
• Define knowledge management, service catalog, IT asset management and learning programs.
• Drive structural change: workforce transitions, tooling consolidation and new service models.
• Control the consolidated budget and execute cost‑rationalization across staffing, vendors and tooling.
• Develop and execute an AIOps and automation roadmap (automated triage, predictive incident management, self‑service).
• Partner with security, HR and business stakeholders to align support operations with risk, compliance and workforce experience.

Required profile

• 12+ years of IT operations or service delivery leadership.
• 5+ years leading global, multi‑region organizations of 300+ people.
• Proven ability to build a senior management bench (hiring, coaching, retaining ~8 senior managers/directors).
• Experience transforming enterprise IT service desks, end‑user computing or digital workplace organizations.

Required skills

• AIOps and automation technologies.
• IT service management (ITSM) processes.
• Digital workplace and endpoint management.
• Budget ownership and cost optimization.

What we offer

• Fully remote work from any location in Armenia (home, Yerevan or Gyumri offices).
• Opportunity to lead a large, global IT support organization through a strategic transformation.