Director of Global IT - Dublin

Director, Global IT

Location: Alpharetta, GA / Dublin Ireland 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