Director, IT Support

GAQ425R44

Location: San Francisco, CA or Mountain View, CA

We are looking for a technology leader who will help us transform IT Support. You will be part of a modern IT organization where you will ensure a high-fidelity service desk that drives exceptional user experience while significantly reducing the cause of service desk interruptions. You will be responsible for global IT functions including help desk support for 8k+ users, endpoint management, client services, vendor management, asset management, event planning, AV services and endpoint security. In addition, you will partner closely with Corporate Engineering to automate and eliminate the root cause of service disruptions or access requests globally. You will report to the Vice President, IT Infrastructure and Operations.

The impact you will have:

• Global IT Service Desk Operations & Strategy:
• 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.

• 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, ensuring smooth transitions and user adoption.

• Asset and Vendor Management:
• Implement a comprehensive IT asset management strategy, tracking hardware and software assets from procurement to decommissioning. Ensure compliance, optimize asset usage, and maintain an accurate inventory to control costs.
• Manage relationships with external IT vendors, ensuring the selection of reliable, cost-effective services and tools that meet organizational requirements. Negotiate contracts and oversee vendor performance to ensure service levels are met.

• Global AV & Event Support:
• Manage all Audio-Visual (AV) systems and services for global meetings and events, ensuring seamless collaboration experiences across the organization.
• Continuously improve AV systems to meet the growing needs of the business, ensuring scalability and innovation in event support.

• Team Leadership & Development:
• Lead and develop a global team of ~30 IT professionals, focusing on creating a culture of customer empathy, continuous improvement, and operational excellence.
• Oversee hiring, performance management, and training initiatives to ensure the team has the necessary skills to support a growing, dynamic environment.

What we look for:

• 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 to complete complex deliverables with quality and business outcomes.
• The ability to provide mentorship and guidance to team members