Manager, IT Support – Service Operations
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Job Description
Manager for global IT Support and Service Operations at Dropbox. Enhancing the end-to-end support experience for every Dropboxer, shaping a cohesive support system.
Responsibilities:
- 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
Requirements:
- 5+ years leading global IT support or service operations
- Experience managing vendor-governed service models
- Experience leading distributed teams
- Experience with ITSM platforms (ServiceNow preferred)
- Strong executive communication skills
- Strong process engineering mindset
- Experience delivering automation or AI-driven service improvements
Benefits:
- On-call work may be necessary occasionally to help address bugs, outages, or other operational issues, with the goal of maintaining a stable and high-quality experience for our customers.
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