Senior Manager, Global IT Support

Who you are

You are a visionary leader with over 5 years of experience in IT support management, capable of transforming support services into a strategic advantage for a rapidly scaling organization. You have a proven track record of redesigning support functions to meet the evolving needs of a distributed workforce, ensuring seamless and automated employee experiences. Your leadership style inspires accountability, curiosity, and technical excellence among your teams, fostering a culture of continuous improvement and proactive problem-solving.

You possess deep knowledge of AI and automation technologies, having successfully implemented AI-powered tools that enhance efficiency and user satisfaction. Your analytical mindset allows you to define, measure, and optimize key performance indicators, driving insights that shape the future of IT service delivery. You are adept at collaborating with cross-functional teams, including Engineering, Security, and HR, to ensure a frictionless and secure support experience for all employees.

Desirable

Experience in digital transformation initiatives within IT service operations is a plus, as is familiarity with implementing predictive analytics and intelligent routing systems. You are comfortable working in a fast-paced environment and have a passion for leveraging technology to improve service delivery.

What you'll do

In this role, you will lead the global IT Support function at Databricks, redesigning and scaling it to meet the demands of a growing workforce. You will be responsible for embedding AI and automation at scale, ensuring that the support service model is not only efficient but also enhances the overall user experience. You will coach and inspire regional and global support teams, instilling a culture of accountability and technical excellence.

You will accelerate the digital transformation of IT service operations by implementing AI-powered tools such as virtual agents and predictive analytics. Your role will involve defining and optimizing key performance indicators, such as first-contact resolution and customer satisfaction, to drive insights that inform strategic decisions.

Collaboration will be key in this position, as you will work closely with various departments to ensure a seamless support experience. You will own the global IT Support roadmap, ensuring that it aligns with Databricks' business objectives and scales effectively as the company grows.

What we offer

At Databricks, you will be part of a rapidly scaling technology company that values innovation and excellence. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will have the chance to make a significant impact on the organization by transforming IT support into a strategic advantage, all while working in a collaborative and dynamic environment.