Manager, IT Support

At Databricks Information Technology, we are a product-led organization transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth. The Manager IT Support oversees a team of IT support professionals in the EMEA region in providing customer-obsessed services to our customers. This includes creating and implementing strategic plans, managing daily operations, and ensuring that the team meets all service level agreements.

You will have a strong technical background, experience managing a high-volume ticketing system, and a proven track record of success implementing changes and improving customer interactions. You will report to the Sr. Manager, IT Support as part of the IT organization.

The impact you will have:

• You will provide technical guidance, leadership and be a mentor to the team from technical and professional perspectives.
• You will play a key role in delivering results to drive efficiency and improvements.
• You will take ownership of analyzing ticketing data and subsequently leveraging customer issues escalations as a leader of the IT support staff, applying your understanding of systems within multiple applications in our tech stack.
• You will work with the staff and management team to implement and measure strategic plans and outcomes.
• You will provide leadership and support for the IT Support team to ensure staff understand and meet service level agreements in productivity, service, and quality metrics to provide exemplary customer interaction.
• You will provide the very best customer service experience for all employees with your knowledge in technology, resolving support requests, educating, and sharing knowledge with our workforce.
• You will work with the IT Support Team to improve efficiency by implementing new processes, and automation.
• Provide onsite leadership and coordination for extended IT teams, including IAM, Cloud Engineering, and Networking.
• Collaborate with global IT teams to ensure alignment with company-wide IT strategies and initiatives.
• Act as the primary point of contact for IT issues and escalations in the EMEA region.

What we look for:

• Experience working on a high-volume ticketing system (+4000 PM).
• 5+ years of experience leading advanced technical teams with customer-obsessed responsibilities.
• 5+ years of experience managing IT and in-depth knowledge of and the ability to foster growth.
• 5+ years of experience supporting customer IT needs in a global team supporting a global team 24x7.
• Extensive experience providing high-caliber support to all levels of staff.
• Experience supporting customer IT needs within a global team supporting multiple regions and time zones.
• In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365).
• Provide other services to reduce tickets and ticket closure times.
• Work with partners to find efficiencies and implement improvements to our internal systems.
• Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune.
• Experience with IAM, Cloud operations, and Networking.
• Extensive experience troubleshooting AV/Conference room issues and Office Network related issues.
• Must have the necessary soft skills to work in a customer-facing environment:

• Effective Communication: The ability to convey technical information clearly and understandably for non-technical users.
• Active Listening: Listening carefully to users’ issues and concerns to understand their needs fully.
• Patience: Remaining calm and patient, especially when dealing with users who may be frustrated or stressed due to technical issues.
• Empathy: Understanding and acknowledging users’ concerns and frustrations and showing compassion toward their situation.