John Muir
Global IT Support
Global IT SupportService DeskCustomer Experience

Global IT support, run as an experience and measured like one.

Consolidating and modernizing service desks across the Americas, EMEA, and APAC. At TK Elevator, 26 regional service desks became one global operating model worth $3M in annual savings. At Dolby, mean time to resolution fell from five days to three and ticket volume dropped from 60,000 to 42,000 in six months.

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BaseAtlanta metro, Georgia
Open toRemote, hybrid, on site
CertifiedITIL & ServiceNow
John Muir
Director, Global IT Support
John Muir
0 to 1
Desks unified
0
Countries
$0M
Annual savings
0%
Faster resolution
0K
Tickets managed
The consolidation
Twenty six regional service desks, folded into one global operating model.
TK Elevator
2019 / 2023
26
Regional desks
1
Global model
$3M
Annual savings
$20M
Contract restructured
The Service Ledger

Every claim here is a before and an after.

Service operations get judged on movement, not activity. Three organizations, three sets of numbers that moved.

Senior Manager, Global IT Support & Field Operations
2023 / 2026
Mean time to resolution
Before5 days
After3 days
↓ 40% faster
Ticket volume
Before60,000
After42,000
↓ 30% lower
SLA compliance
Before85%
After90%
↑ 5 points

Moving all three at once took Moveworks AI automation, expanded self service, and a knowledge base rebuilt to be AI ready. Delivered in six months across 3,000 users and 15,000 endpoints in 11 countries and 15 sites, directing about 38 staff plus a 20 person MSP under an SLA tied performance model.

Director, Global Service Desk & IT Operations
2019 / 2023
Regional service desks
Before26
After1
↓ $3M saved yearly
ITSM platforms
Before5
After1
↓ $500K saved yearly
SLA compliance
Before80%
After88%
↑ 8 points

The consolidation ran on a Gartner designed SIAM operating model built around a restructured $20M managed services contract, leading the IT support BPO stream of a Lean IT transformation while retaining architecture and governance in house. The same period covered the support system merge for the Nashville Machine Elevator acquisition, integrating about 200 employees onto the global platform.

Senior Manager, Global Technical Support & Service Delivery
2012 / 2015
Account retention
Before90%
After98%
↑ 8 points
Accounts supported
Scope280
TypeVenues
Stadiums & arenas

Point of sale platforms across 280 stadiums and arenas, where an outage happens in front of a full house. High touch, proactive support lifted retention off a 90% baseline and booked $3M in new equipment revenue on contract renewals, positioning support as a revenue enabling function rather than a cost center.

What comes with the role

Four things a global support organization needs from its director.

01
Global service desk and support operations

Consolidating and scaling multi region service desks, field and desktop operations, and ITIL based incident, problem, and change management.

Service DeskField OpsITILRoot Cause
02
Customer and end user experience

Designing service around the people who use it, with SLA and experience governance, self service, and knowledge centered support.

SLA GovernanceCSATKCSService Reviews
03
AI enabled support and automation

Moveworks AI, ServiceNow, virtual agents, and AI ready knowledge that deflect volume and speed resolution without thinning the service.

MoveworksServiceNowVirtual AgentsDeflection
04
Vendor, MSP, and SIAM leadership

Structuring and governing managed services contracts, SIAM operating models, and BPO transformation while keeping architecture and governance in house.

SIAMMSPBPO / Lean ITVendor KPIs
Operating scope

The size of the estate behind the numbers.

Figures reflect the Dolby and TK Elevator mandates, the two most recent and largest.

3,000
Users supported
15,000
Endpoints managed
11 / 15
Countries and sites
38
Staff directed
20
Person MSP governed
$20M
Managed services contract
Career record

Support leadership across manufacturing, media, retail technology, and financial services.

2023 / 20263 years
Senior Manager, Global IT Support & Field Operations
Dolby Laboratories

Led global IT support and field operations for 3,000 users and 15,000 endpoints across 11 countries and 15 sites, directing about 38 staff plus a 20 person MSP. Cut mean time to resolution from five days to three and ticket volume from 60,000 to 42,000 in six months through Moveworks AI automation, self service, and an AI ready knowledge base rebuild. Raised SLA compliance from 85 to 90 percent and governed the primary MSP under an SLA tied performance model.

MTTR 5d to 3d60K to 42K ticketsSLA 85 to 90%Moveworks AI
2019 / 20234 years
Director, Global Service Desk & IT Operations
TK Elevator

Consolidated 26 regional service desks into one global operating model for $3M in annual savings. Raised SLA compliance from 80 to 88 percent by redesigning service catalog, request fulfillment, ITAM, and KCS across global Level 1 and Level 2 support. Built a Gartner designed SIAM model and restructured a $20M managed services contract around it, leading the IT support BPO stream of a Lean IT transformation. Consolidated five legacy systems in a ServiceNow transformation for $500K in annual savings.

26 desks to 1$3M annual savingsSIAM operating model$20M contract
Interim VP, North America IT Infrastructure  /  2022, concurrent
Held VP level accountability for North America IT infrastructure while continuing as Director, leading 15 matrixed staff and covering budget, vendor, and project continuity through a leadership vacancy.
2015 / 20194 years
Senior Manager, IT Service Management
TK Elevator

Lead Supplier Manager for North America on a major global outsourcing contract. Built vendor performance KPIs and launched ServiceNow in North America. Authored ITIL process documentation across Germany, Brazil, Poland, and Hungary to standardize global incident, problem, and change management.

ServiceNow launchVendor KPIs4 country ITIL rollout
2012 / 20153 years
Senior Manager, Global Technical Support & Service Delivery
NCR Corporation

Led global support for point of sale platforms across 280 stadium and arena accounts, raising customer retention from a 90 percent baseline to 98 percent through proactive, high touch support. Booked $3M in new equipment revenue on contract renewals, positioning IT support as a revenue enabling function that shaped executive investment.

Retention 90 to 98%280 venues$3M renewal revenue
2008 / 20124 years
Delivery Director, Managed Services
Randstad USA

Directed MSP help desk and Level 2 support for the Atlanta Public Schools account, renewing extended services for $2M in added revenue. Turned around a failing service contract through on site assessments and improved delivery, ran quarterly client service reviews as the MSP lead, and took on additional underperforming accounts.

$2M contract growthTurnaroundQBR ownership
1999 / 2002Earlier
Oracle Database Administrator
JPMorgan Chase

Administered mission critical Oracle databases for enterprise banking systems, maintaining high availability under strict financial services controls, with responsibility for performance tuning, backup and recovery, and change management.

Credentials

Certified where it counts.

2026
Certified in AI for Business
Applied AI
2008
ServiceNow Certified System Administrator
Platform
2006
ITIL Foundation
Service management
2004
Project Management Professional
PMI
Open to Director and Senior Manager roles

The next service desk should be the bigger one.

Targeting director and senior manager roles in IT support, service desk, and customer experience. Remote preferred, open to hybrid and on site, with travel welcome. Based in the Atlanta metro.

Email → LinkedIn