Overview In this role you will lead the multi-year vision for LinkedIn's global employee technology experience, directing support operations, MSP ecosystems, and on-site/virtual office models. You'll champion an AI-driven, proactive service model that shifts from ticket-based to autonomous resolution, focusing on employee felt experience. You'll partner with reliability, events, and IT teams to deliver consistent, high-quality tech experiences across global offices. This is a chance to shape how employees interact with technology at scale and drive measurable experience outcomes.
Compensation / Benefits- generous health and wellness programs
- competitive compensation practices
- annual performance bonus
- stock/equity opportunities
- benefits package
Responsibilities- Define and drive a multi-year vision for the global employee technology experience across on-site, hybrid, and virtual office models
- Own end-to-end global employee support operations including service desk, tech bars, deskside services, executive support, and onboarding
- Lead multi-vendor MSP ecosystem, strategy, contracts, consolidation, and performance management aligned to experience outcomes
- Drive AI and agentic transformation of the service experience with self-healing, autonomous triage, and virtual agent support
- Establish and own experience-first metrics (XLA/CSAT, time-to-restore, deflection) linked to employee experience
- Collaborate with Site Reliability and Service Management on incident response with blameless post-incident learning
- Scale the virtual office model to deliver high-quality tech experiences globally with remote tooling and logistics
- Oversee enterprise application support and reliability for SaaS and internal apps with clear ownership and escalation
- Support live media, events, and executive broadcasts in partnership with events/communications
- Set annual goals/OKRs tied to experience health, efficiency, and total cost of ownership (TCO)
- Scale organizational effectiveness across distributed teams and blended work models; ensure on-call readiness and knowledge management
- Hire and develop diverse leadership and foster a culture of clarity, accountability, and bias for action
- Define employee hardware standards and forecast global purchasing of laptops, monitors, peripherals
- Maintain compliance and audit responsibilities (SOX, MSFT audits)
Key requirements- 12+ years in enterprise technology, IT operations, or employee experience engineering
- 8+ years of people management experience
- Experience leading global support operations or large-scale enterprise service delivery
- Stakeholder management
- Executive communication
- Data-driven decision making
- AI/automation in enterprise service contexts (virtual agents, autonomous triage, self-healing endpoints)
- Experience with XLAs and telemetry-driven detection (DEX platforms)
- ITSM/ITIL practices and modern service management platforms
