Global Director, IT Field Service Support and Client Engineering

Global Director, IT Field Service Support & Client Engineering

Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

The Global Director, IT Field Service Support & Client Engineering is responsible for delivering a reliable, secure, and consistent end‑user computing experience across a global, 24x7 industrial enterprise. This role owns onsite and remote field support, client engineering, endpoint lifecycle management, and workplace technology standards, enabling high levels of productivity across corporate offices, manufacturing sites, engineering environments, and remote locations. The role leads globally distributed teams and strategic partners, drives standardization and automation, and partners closely with Service Desk leadership, Cybersecurity, Infrastructure, HR, and Business leaders to ensure seamless end‑to‑end employee support.

• Own global Field Service and Deskside Support for all end‑user environments, including office, manufacturing, engineering, and remote sites.
• Lead onsite and advanced remote support teams responsible for hardware break/fix, hands‑on troubleshooting, device replacement, peripheral support, and local IT presence.
• Ensure consistent service delivery, support models, and user experience across regions while accommodating site‑specific needs.
• Partner closely with the global Service Desk organization to ensure smooth ticket handoff, escalation, and issue resolution.
• Lead end‑user impactful incident response related to field support and endpoint availability.

• Own the global Client Engineering function, including device standards, operating system strategy, endpoint configuration, imaging, patching, and automation.
• Define and govern global endpoint standards across laptops, desktops, rugged devices, tablets, and mobile endpoints.
• Drive modern endpoint management, zero‑touch provisioning, self‑service enablement, and operational automation.
• Ensure a consistent and supportable client experience across geographies and business segments.
• Partner with Infrastructure and Collaboration teams to support workplace technology platforms.

• Partner with Cybersecurity to ensure secure‑by‑design endpoint configurations, compliance, and policy enforcement.
• Balance security controls with usability to support industrial, engineering, and corporate environments.
• Reduce operational risk through standardization, automation, lifecycle discipline, and proactive endpoint monitoring.

• Own global hardware and field support vendor relationships, including managed service providers and onsite support partners.
• Oversee endpoint asset management, refresh cycles, warranty strategy, and total cost of ownership optimization.
• Manage budgets and forecasting for endpoint and field service operations, driving efficiency without degrading user experience.

• Build, lead, and develop high‑performing global teams with a strong customer focus and operational discipline.
• Establish and track KPIs related to endpoint reliability, field resolution times, device health, and user satisfaction (in partnership with Service Desk reporting).
• Serve as a strategic advisor to business leaders on workplace technology and endpoint strategy.
• Contribute to enterprise IT strategy, roadmaps, and transformation initiatives.

• Global accountability across multiple regions and time zones.
• Highly distributed endpoint and user population, including manufacturing and operational environments.
• High‑visibility role with direct impact on employee productivity and business continuity.

• 10+ years of progressive IT…