IT Operations Manager

1 month ago


San Francisco, California, United States Databricks Full time

Job Title: Director, IT Support

Job Summary: We are looking for a technology leader to help transform IT Support at Databricks. The ideal candidate will have experience leading IT support professionals, driving innovation, and improving processes.

Key Responsibilities:

  • Global IT Service Desk Operations & Strategy:
    • Lead a global service desk team to support 8K+ users.
    • Set and execute strategies to achieve exceptional user experience, emphasizing automation, self-service, and lean operational practices.
    • Develop shift-left strategies to empower the service desk to handle more complex support cases.
  • Incident, Problem, and Change Management:
    • Manage incident, problem, and change management processes for global operations.
    • Lead change management initiatives for service desk processes and tool implementations.
  • Asset and Vendor Management:
    • Implement a comprehensive IT asset management strategy to track hardware and software assets.
    • Manage relationships with external IT vendors to ensure reliable and cost-effective services.
  • Global AV & Event Support:
    • Manage all Audio-Visual (AV) systems and services for global meetings and events.
    • Continuously improve AV systems to meet the growing needs of the business.
  • Team Leadership & Development:
    • Lead and develop a global team of ~30 IT professionals.
    • Oversee hiring, performance management, and training initiatives to ensure the team has the necessary skills.


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