Manager, IT Support & Service Operations (Global)

<div> <h2><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Role Description</span></h2> </div> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86z9z90zz78zpz67zz74zz66zz85zy1z82zkz89zz89zt8z83zz65zz83z6z85zz78z8z77zz70zlz68zz81z7">At Dropbox, we believe support should feel effortless. Getting help should be fast, intuitive, and even delightful — not a ticket into a black hole. We’re looking for a Global IT Service Operations Manager to reimagine and elevate the end-to-end support experience for every Dropboxer, shaping how support feels across the company — from AI-powered self-service to frontline helpdesk, from seamless Day-1 hardware readiness to high-touch executive support.</span></p> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86z9z90zz78zpz67zz74zz66zz85zy1z82zkz89zz89zt8z83zz65zz83z6z85zz78z8z77zz70zlz68zz81z7">This role owns the full frontline support ecosystem, including our managed Tier 1 helpdesk partner, physical asset operations, executive support, and our AI-powered support experience. You will modernize and unify these services into a cohesive, AI-first, automation-driven model that reduces friction and builds trust, ensuring Dropboxers get the right help, at the right time, through the right channel — without confusion, delay, or unnecessary escalation.</span></p> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86z9z90zz78zpz67zz74zz66zz85zy1z82zkz89zz89zt8z83zz65zz83z6z85zz78z8z77zz70zlz68zz81z7">Success in this role means executives feel fully supported, new hires are productive on Day 1, and support becomes a strategic advantage rather than a reactive function. This is a high-impact leadership opportunity to define what</span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86z9z90zz78zpz67zz74zz66zz85zy1z82zkz89zz89zt8z83zz65zz83z6z85zz78z8z77zz70zlz68zz81z7 h-ldquo">“world-class</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86z9z90zz78zpz67zz74zz66zz85zy1z82zkz89zz89zt8z83zz65zz83z6z85zz78z8z77zz70zlz68zz81z7"> IT support” looks like in a Virtual First company — and to make every interaction count.</span></p> <div> <h2><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Responsibilities</span></h2> </div> <ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1"> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Own global Tier 1 support vendor performance, including SLAs, quality standards, and operational cadence</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Lead end to end IT asset lifecycle operations, from procurement and provisioning to refresh and decommissioning</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Deliver white glove executive IT support for DLUX leaders, including high priority incident response and proactive readiness</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Own and continuously improve AI powered support capabilities to increase self service and reduce time to resolution</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Drive measurable improvements in CSAT, first contact resolution, and overall resolution time</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Improve asset inventory accuracy, fulfillment speed, and hardware availability through tighter controls and reporting</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Help define and execute a 12 to 18 month IT service operations roadmap with clear milestones and KPIs</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Partner cross functionally to simplify support tiering, clarify escalation paths, and improve handoffs across teams</span></li> </ul> <p><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">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.</span></p> <div> <h2 data-usually-unique-id="058912935038384021693716"><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Requirements</span></h2> </div> <ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1"> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">5+ years leading global IT support or service operations</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Experience managing vendor-governed service models</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Experience leading distributed teams</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Experience with ITSM platforms</span> <span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn h-lparen">(ServiceNow</span><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn"> preferred)</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Strong executive communication skills</span></li> <li><span class=" author-d-iz88z86z86za0dz67zz78zz78zz74zz68zjz80zz71z9iz90z95iyjz72zagz78zwnz68zz66zz79zz73zz77zz75z3rfva9qz71zrz72zqgz79zz122z">Strong process engineering mindset</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Experience delivering automation or AI-driven service improvements</span></li> </ul> <div> <h2 data-usually-unique-id="018261979588039534066222"><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Preferred Qualifications</span></h2> </div> <ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1"> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Experience implementing AI chatbots in enterprise IT</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Experience with asset lifecycle management at scale</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Exposure to Zero Trust device security principles</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">Experience supporting executive stakeholders</span></li> <li><span class=" author-d-42z69zz85zx9z84zz79zvz66zz71z4yz65zz67znhz79zc70z90zz79z8cz81zjibz77z9gebz89zz75zz71zz73zpg7v7dn">ITIL certification</span></li> </ul>