Support Lead, Americas

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood with an additional office located in New York City. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.

The Support Lead, Americas is responsible for the governance, coordination, operation, and continual improvement of Dyson's global service operations capability. The role works across Service Desk, Infrastructure, Applications, Security, Data, Regional IT, Engineering teams, and strategic suppliers to ensure operational services remain available and aligned to business objectives. The position plays a leading role in the evolution of ITSMO towards a modern AI-enabled operating model, embedding automation, predictive analytics, observability, and intelligent service management capabilities throughout operational processes.

The role supports a follow-the-sun, 24x7 operating model and may require participation in on-call arrangements or coverage during peak periods, weekends, and public holidays. The Support Lead is part of the Group IT team, which provides process and service excellence to support Dyson’s growth ambitions with a goal of operating and enhancing services over time to meet the changing needs of the business.

1. PEAK support Ensure Dyson's most business-critical services remain stable, available, performant, and fully supported throughout periods of exceptional business demand, minimizing operational risk and protecting revenue, employee productivity, and customer experience.

Responsibilities include:

Peak Readiness Planning Operational Command and Control Capacity and Performance Management Major Incident Management During Peak Supplier and Partner Coordination Business Stakeholder Engagement Monitoring, Reporting and Analytics
2. Service Operations Leadership and Governance Responsible for day-to-day leadership of production service operations.

Responsibilities include:

Maintain governance across service operations activities. Ensure operational risks are identified, owned, and managed. Coordinate cross-functional operational decision-making. Act as a senior escalation point for service issues and complaints. Drive operational consistency across internal and partner support functions. Promote operational excellence, clear ownership, and accountability.
3. Major Incident and Service Restoration Management Ensure rapid and controlled restoration of business services during operational disruption.

Responsibilities include:

Coordinate major incident management activities. Lead multi-team and multi-supplier service recovery efforts during critical incidents. Facilitate timely stakeholder communication during outages. Ensure incident ownership remains clear throughout restoration. Validate restoration actions, workarounds, and recovery plans. Drive post-incident reviews, learning, and remediation.
4. Operational Performance and Service Health Maintain clear visibility and control of operational performance.

Responsibilities include:

Monitor service performance, availability, and operational health. Review key performance indicators and service-level performance. Identify service degradation, recurring failure, and demand trends. Coordinate…