IT Director for Global Service Desk Transformation

3 weeks ago


San Francisco, California, United States Databricks Full time

**Job Title:** IT Director for Global Service Desk Transformation

We are seeking a seasoned technology leader to spearhead the transformation of our IT Support function. As an IT Director, you will be part of a modern IT organization that prioritizes delivering exceptional user experiences while minimizing service disruptions.

The ideal candidate will have 10+ years of experience leading IT support professionals and a proven track record of driving innovation and continuous improvement in a dynamic global environment. You will be responsible for overseeing global IT functions, including help desk support for 8K+ users, endpoint management, client services, vendor management, asset management, event planning, AV services, and endpoint security.

You will partner closely with Corporate Engineering to automate and eliminate the root cause of service disruptions or access requests globally. Your leadership will also involve managing incident, problem, and change management processes for global operations.

**Key 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.
  • 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.

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.

Compensation: The estimated salary range for this role is $150,000 - $200,000 per annum, depending on location and experience. The position is based in San Francisco, CA or Mountain View, CA.



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