Remote Director, IT Support

Summary

Join Databricks as a technology leader (Dir, Service Desk) to transform IT Support and ensure exceptional user experience while reducing service desk interruptions.

Requirements

• 10+ years of experience leading IT support professionals
• Attention to continuous improvement and driving innovation for an adapting and growing global organization
• Effective management of incident, problem, and change processes, reducing incidents and delivering high quality change management
• Deep understanding of highly automated asset tracking and lifecycle management in order to achieve 100% accuracy
• Robust processes and analytics expertise that enable effective cost management and optimize IT spending while maintaining high service quality
• Knowledge of AV systems and services that support global events and expansions driving innovation and scalability
• Experience leading a team of senior professionals working asynchronously in a remote, distributed team
• A collaborative style: partners well with cross-functional teams to solve hard problems and to complete complex deliverables with quality and business outcomes
• The ability to provide mentorship and guidance to team members

Responsibilities

• Lead a global service desk team supporting 8K+ users across engineering, sales, and other functions
• Set and execute strategies to achieve exceptional user experience, emphasizing automation, self-service, and lean operational practices
• Develop shift-left strategies, empowering the service desk to handle more complex support cases, reducing dependency on L3 teams
• Manage incident, problem, and change management processes for global operations
• Lead change management initiatives for service desk processes and tool implementations, ensuring smooth transitions and user adoption
• Implement a comprehensive IT asset management strategy, tracking hardware and software assets from procurement to decommissioning
• Manage relationships with external IT vendors, ensuring the selection of reliable, cost-effective services and tools that meet organizational requirements
• Negotiate contracts and oversee vendor performance to ensure service levels are met
• Manage all Audio-Visual (AV) systems and services for global meetings and events, ensuring seamless collaboration experiences across the organization
• Continuously improve AV systems to meet the growing needs of the business, ensuring scalability and innovation in event support
• Lead and develop a global team of ~30 IT professionals, focusing on creating a culture of customer empathy, continuous improvement, and operational excellence

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave