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Global Support Lead

Summary

Salary
Competitive
Team
Information Technology
Location
United States - Chicago Office

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 in Ann Arbor, Michigan. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. 

Global IT transforms the way Dyson does business through world class IT Services and Systems. We demand the highest standards of performance from the technologies we engineer and our people expect the same from the technology that supports them. We are a community that appreciates and advocates better engineering. A community of pioneers. Our aim is to strategically partner to shape our future business, to provide exceptional IT service delivery and continuity whilst driving continuous improvement to deliver transformational change across the company. We are a team that drives operational excellence within IT to achieve exceptional results.

Dyson’s Global IT applications service has end-to-end accountability for the design, delivery and support of all business applications enabling Dysons global commercial, operational and enterprise business process. Forming a large proportion of the IT Function, the team are arranged into investment areas including Owner Experience and Retail, Engineering Operations, (Product development, Supply Chain and Manufacturing) and Enterprise (Finance, Legal, Compliance, HR).

About the role:

The Global Support Lead will work closely with Service Managers, Account Owners and Operational Partners across the organization to deliver and maintain world class production operations capability for Dyson.  In this role you will work seamlessly with equivalent counterparts and support teams in markets and other geographical regions to deliver around the clock 24/7 support capability.  As such, this role may require an element of on call or shift rotation for peak periods and weekend/holiday cover.  Your responsibilities will include:

  • Providing day to day alignment across operational partners and internal teams (Service Desk/Infra/Security/Data)
  • Providing day to day support for Dysons operational service tools and processes
  • Providing IT operational support on incident/problem categorization/prioritization
  • Providing day to day governance and decision making for production changes and problem workarounds
  • Coordinating across the Dyson/Partner/Vendor organizational eco-system – establishing and chairing conference calls and mediating when required to maintain (or recover) production service.  (including requirements for Applications, Infrastructure, Data, Security & Risk)
  • Providing internal stakeholder (IT & Business) coordination and status updates on production service – including communicating impactful updates on production incidents and MIM status.
  • Providing insight and measures on IT service performance against business processes KPIs/SLAs
  • Managing OAT and Service Acceptance requirements with IT delivery teams
  • Provisioning and managing business expectations on production outages for IT change and service maintenance
  • Representing Service Operations changes and acceptance decisions as necessary for CAB approvals
  • Maintain operational change control over CAB approved standard changes (Infrastructure and Application changes)
  • Maintaining application run-books, and knowledge articles to ensure they are effective, accurate and up to date.
  • Facilitating HO/TO duties with support managers/leads and analysts in other global regions
  • Facilitating IT production service education and training as necessary across Dysons organizational eco-system
  • Tracking and implementing Support Practice CSI – including implementation of self-serve capability and service automation and self-heal technology
  • Publishing routine reports on regional CSAT, priorities operational partner performance.

About you:

You will need to be customer focused, organized and confident, to have a sense of urgency and remain calm under pressure.  You will need to deliver results using your own initiative and it is essential that you possess the following skills:

  • Outstanding interpersonal communication skills.
  • Enthusiastic advocate of business change and innovation.
  • Experience of IT Support and Service Operations, in large and complex IT environments and organizational eco-systems
  • Ability to influence others and communicate with impact at senior levels across the organization
  • Ability to lead the resolution of service related risks through a range of internal and external resources
  • Ability to structure and implement organizational processes, procedures and knowledge retention
  • Ability to produce meaningful Senior level reports on status, trends and performance
  • Knowledge of ITIL service transition and service operations and analysis processes
  • Knowledge of project delivery methodologies (Agile/SCRUM/SAFE/DSDM)

Desirable:

  • Experience of Digital applications (Web, E-Commerce, Point of Sale, Identity Management & Content Management)
  • Experience of CRM applications (Registration, Data Handling, Customer Support, Regulation, Security, Marketing)
  • Experience of ERP applications (SAP/S4 Hana, Finance, Logistics, Procurement, Supply Chain)
  • Experience of HCM applications (Workday)
  • Experience of Service Now, Advanced Excel, Visio, SharePoint, Teams, Confluence, Jira.

Benefits:

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

  • 401K with up to a 4% match
  • Company paid Life Insurance and AD&D
  • Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:

  • Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
  • Pre-tax Commuter Benefits (applicable areas only)
  • Generous Child Care Leave Program
  • Wellness Program
  • Employee Assistance Program
  • Generous Dyson Product Discounts

Health benefits:

  • Multi-Level Healthcare Coverage Options
  • Vision & Dental Coverage
  • Company paid Short-Term and Long-Term Disability

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information. Dyson is an Equal Opportunity Employer. 

#LI-DYSON


At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.