Manager, IT Support & Service Operations (Global)

6 days ago
Full-time
Senior
Customer and Technical Support
Dropbox

Dropbox

Dropbox is a technology company that builds simple, powerful products for individuals and businesses. With over 700 million registered users worldwide, Dropbox offers file sync, sharing, online backup, cloud storage, collaboration tools, and more to st...

Internet Software & Services
1K-5K
Founded 2007

Description

  • Own global Tier 1 support vendor performance, including SLAs, quality standards, and operational cadence.
  • Lead end-to-end IT asset lifecycle operations, from procurement and provisioning to refresh and decommissioning.
  • Deliver white-glove executive IT support for DLUX leaders, including high-priority incident response and proactive readiness.
  • Own and continuously improve AI-powered support capabilities to increase self-service and reduce time to resolution.
  • Drive measurable improvements in CSAT, first contact resolution, and overall resolution time.
  • Improve asset inventory accuracy, fulfillment speed, and hardware availability through tighter controls and reporting.
  • Help define and execute a 12- to 18-month IT service operations roadmap with clear milestones and KPIs.
  • Partner cross-functionally to simplify support tiering, clarify escalation paths, and improve handoffs across teams.
  • Occasionally participate in on-call support for bugs, outages, or other operational issues.

Requirements

  • 5+ years leading global IT support or service operations.
  • Experience managing vendor-governed service models.
  • Experience leading distributed teams.
  • Experience with ITSM platforms, with ServiceNow preferred.
  • Strong executive communication skills.
  • Strong process engineering mindset.
  • Experience delivering automation or AI-driven service improvements.
  • Experience implementing AI chatbots in enterprise IT (preferred).
  • Experience with asset lifecycle management at scale (preferred).
  • Exposure to Zero Trust device security principles (preferred).
  • Experience supporting executive stakeholders (preferred).
  • ITIL certification (preferred).

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Associate Manager, Opportunities Resolution

SoFi 1K-5K Capital Markets

SoFi is hiring an Associate Manager, Opportunities Resolution to lead a team handling escalated complaints and inquiries while improving member experience and operational effectiveness.

1 hour, 3 minutes ago

Mid-Senior Critical Minerals Professionals

Hire Resolve US Internet Software & Services

Hire Resolve is recruiting experienced critical minerals professionals for multi-role leadership opportunities across mining and processing operations in the United States, supporting battery materials and strategic minerals production.

1 hour, 23 minutes ago

Senior Director, Manufacturing Operations

Anduril Industries 1K-5K Aerospace & Defense

Anduril Industries is seeking a Senior Director of Manufacturing Operations to lead multi-site manufacturing activities and scale production for defense technology systems.

2 hours, 10 minutes ago

Director of E-Commerce - Health & Wellness

Stonehenge Health is seeking a remote, California-based Director of E-Commerce to own and grow its Shopify Plus DTC storefronts through performance optimization, merchandising, analytics, and cross-functional leadership.

E-commerce Google Analytics Influencer Marketing Power BI SEO
3 hours, 18 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers