Manager, IT Support – Service Operations

🕒 April 17

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Dropbox

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2007

🏢 Enterprise

⚡ Productivity

Cloud Storage • Enterprise • Productivity

Dropbox is a cloud-based service that provides tools for storing, sharing, and accessing files across devices. It offers features such as document sharing, video review, automatic backups, and AI-driven scheduling. Dropbox also provides solutions for different sectors like teams, sales, marketing, and education, and industries including construction, media, technology, and manufacturing. With a focus on security, Dropbox ensures files are encrypted and protected against tampering. It offers integrations with various productivity tools and is trusted by major companies for efficient file management and collaboration.

📋 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

🎯 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.