Vice President, Global Advanced Services & Technical Support
IGEL
Full-time
On-site
Fort Lauderdale, Florida, United States
Business, management and administration field
Description
THE ROLE:
The VP of Global Advanced Services & Technical Support is responsible for leading all aspects of IGEL’s post sales Advanced Services including implementation, deployment, consulting, TRM (Technical Relationship Manager), engagement management and technical support services worldwide. The IGEL VP of Global Advanced Services & Technical Support ensures customers achieve rapid time-to-value, long-term success, and advocacy through the effective delivery of IGEL Advanced Services and technical services. The role requires a blend of strategic leadership, operational excellence, and a deep understanding of technology and customer engagement. The ideal candidate will have deep domain expertise in Virtual Desktop Infrastructure (VDI), End-User Computing (EUC), and cybersecurity solutions, with a proven track record of scaling global technical organizations and driving operational efficiency in enterprise software environments.
This role is an office-based role based out of IGEL’s Fort Lauderdale office with minimum 4 days a week in the office.
TASKS AND RESPONSIBILITIES:
Strategic Leadership
EXPERIENCE AND QUALIFICATIONS:
WE OFFER:
Additional information:
Please click here to access the information according to art. 13 data protection regulation (DSGVO) for applicants
THE ROLE:
The VP of Global Advanced Services & Technical Support is responsible for leading all aspects of IGEL’s post sales Advanced Services including implementation, deployment, consulting, TRM (Technical Relationship Manager), engagement management and technical support services worldwide. The IGEL VP of Global Advanced Services & Technical Support ensures customers achieve rapid time-to-value, long-term success, and advocacy through the effective delivery of IGEL Advanced Services and technical services. The role requires a blend of strategic leadership, operational excellence, and a deep understanding of technology and customer engagement. The ideal candidate will have deep domain expertise in Virtual Desktop Infrastructure (VDI), End-User Computing (EUC), and cybersecurity solutions, with a proven track record of scaling global technical organizations and driving operational efficiency in enterprise software environments.
This role is an office-based role based out of IGEL’s Fort Lauderdale office with minimum 4 days a week in the office.
TASKS AND RESPONSIBILITIES:
Strategic Leadership
- Develop and execute the global vision and strategy for IGEL Advanced Services and Technical Support aligned with IGEL corporate goals.
- Lead global services teams delivering implementation, deployment, consulting, TRM and support across all regions and verticals globally.
- Partner with Sales, Product, Development, Field teams and the wider CX team to drive adoption, retention, and expansion across IGEL’s customer base.
- Establish key metrics and KPIs to measure customer satisfaction (NPS/CSAT), utilization, profitability, and operational efficiency across services & support teams.
- Define and scale IGEL’s Advanced Service delivery methodologies, ensuring consistent, high-quality project & engagement outcomes.
- Responsible for driving revenue growth, margin optimization, and operational scalability.
- Oversee project & engagement management, systems integration, solution design & architecture, and change management processes.
- Foster a culture of continuous improvement, innovation, and customer-centricity across all services delivery teams.
- Oversee all global technical support operations, ensuring world-class responsiveness, resolution, and customer experience.
- Define tiered support models and service-level agreements (SLAs) to meet customer expectations across geographies.
- Drive root-cause analysis and continuous improvement based on customer feedback and support trends.
- Partner with Product, Engineering & Development teams to accelerate issue resolution and product quality improvements.
- Build, develop, and mentor a high-performance global services & support leadership team across regions and disciplines.
- Champion diversity, inclusion, and employee engagement across all service teams.
- Implement scalable tools, processes, and knowledge management systems.
- Promote a culture of accountability, innovation, and continuous improvement.
- Develop future leaders within the services and support organization.
- Serve as an executive-level expert in VDI, EUC, and security technologies, with a clear understanding of enterprise IT environments, virtualization, and endpoint management.
- Partner with sales engineering and product teams to ensure technical alignment and customer solution success.
- Maintain up-to-date knowledge of evolving cloud, virtualization, and security trends impacting customer needs.
EXPERIENCE AND QUALIFICATIONS:
- 15+ years of leadership experience in Professional Services, Customer Success, or Technical Support within a SaaS, enterprise software, or technology environment.
- 10+ years in a senior global leadership role with P&L ownership.
- Proven success scaling multi-regional Services & Support operations and driving transformation initiatives.
- Strong understanding of enterprise customer lifecycle management, implementation methodologies, and support best practices.
- Excellent communication, executive presence, and stakeholder management skills.
- Bachelor’s degree in Computer Science, Engineering, or related field; MBA preferred.
- Service revenue growth and profitability.
- Customer satisfaction (CSAT, NPS).
- Project delivery success rate (on time, on budget).
- Support ticket resolution times and SLA compliance.
- Employee engagement and retention within service teams
WE OFFER:
- Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
- 11 company-paid holidays per year
- 18-22 days of PTO per year (18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service)
- Sick time of 10 days per year, with rollover of unused days
- 401(k) plan with 100% company match
- Paid maternity and paternity leave
- Monthly home office allowance
- Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals
- Employee Assistance Program (EAP) and Financial Wellness tool
- Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
- Wellbeing apps, including Rightway, Headspace and Wellhub
- Training and development opportunities to advance your career
- President’s Club for the highest performing salespeople and overachievers
- An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
- A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!
Additional information:
Please click here to access the information according to art. 13 data protection regulation (DSGVO) for applicants