Senior Manager, Global IT Support

GAQ426R342

Our rapidly scaling technology company-set to double in size to 20,000 employees worldwide-seeks a visionary leader to transform IT support into a strategic advantage. This role will reimagine our support service model, embed AI and automation at scale, and cultivate high-performing, globally-distributed teams focused on outstanding service and user experience. This role reports to the Director of IT Support & Operations.

The impact you will have:

• Redesign and scale Databricks' global IT Support function to meet the evolving needs of a fast-growing, distributed workforce-delivering seamless, automated, and data-driven employee experiences.
• Lead, coach, and inspire regional and global support teams to operate with accountability, curiosity, and technical excellence-creating a culture that thrives on continuous improvement and proactive problem-solving.
• Accelerate digital transformation of IT service operations by implementing AI-powered tools (virtual agents, intelligent routing, knowledge mining, predictive analytics) that improve efficiency, quality, and user satisfaction.
• Define, measure, and optimize key performance indicators-such as first-contact resolution, customer satisfaction, and automation coverage-to drive insights and shape the future of IT service delivery.
• Collaborate with Engineering, Security, HR, and other cross-functional partners to ensure a frictionless, secure, and high-impact support experience for all Databricks employees.
• Own the global IT Support roadmap, ensuring scalability, reliability, and alignment with Databricks' business priorities, growth trajectory, and commitment to operational excellence.

What we look for:

• 10+ years of experience in IT Support or Service Management, including leadership of global or multi-site teams within high-growth, complex environments.
• Proven success driving large-scale service transformations and digital modernization initiatives, ideally integrating AI, automation, and analytics into support operations.
• Strong command of IT service delivery best practices and frameworks (e.g., ITIL), with a focus on measurable improvement and customer experience.
• Proven ability to attract, develop, and retain top talent, building diverse, high-performing teams that deliver impact at scale.
• Strategic thinker and operator, comfortable balancing long-term vision with tactical execution and thoughtful change management.
• Exceptional communicator and collaborator, able to influence senior leaders, align cross-functional priorities, and champion a customer-obsessed mindset across the organization

Preferred, not required:

• Relevant certifications (ITIL, PMP, AI/automation, Six Sigma).
• Experience with enterprise knowledge management systems, SaaS/app ecosystem support, and cloud-first operation