Technical Service Desk Director
6 days ago
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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