Role Description
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.
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.
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 “world-class IT support” looks like in a Virtual First company — and to make every interaction count.
Responsibilities
- 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
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.
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
Preferred Qualifications
- Experience implementing AI chatbots in enterprise IT
- Experience with asset lifecycle management at scale
- Exposure to Zero Trust device security principles
- Experience supporting executive stakeholders
- ITIL certification