Technical Service Desk Director

6 days ago


San Francisco, California, United States Databricks Full time

Databricks is seeking a highly experienced Technical Service Desk Director to lead our global IT support team. The ideal candidate will have a proven track record of driving exceptional user experience while significantly 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.

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 complete complex deliverables with quality and business outcomes.

Salary: Estimated $250,000 - $350,000 per year, depending on location (San Francisco, CA or Mountain View, CA).



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