IT Support Director
4 days ago
We are seeking a highly experienced Director, IT Support to lead our global IT support team. As a key member of our IT organization, you will be responsible for driving exceptional user experience while reducing service desk interruptions.
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.
- Manage incident, problem, and change management processes for global operations.
- 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.
- Manage all Audio-Visual (AV) systems and services for global meetings and events, ensuring seamless collaboration experiences across the organization.
- Lead and develop a global team of ~30 IT professionals, focusing on creating a culture of customer empathy, continuous improvement, and operational excellence.
- 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.
Databricks is the data and AI company. More than 10,000 organizations worldwide - including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 - rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI.
Benefits:We strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit our website.
Commitment to Diversity and Inclusion:We are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards.
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