Manager, IT Support & Service Operations (Global)
WFA Digital Insight
The demand for skilled IT support professionals has grown exponentially in recent years, with a significant 25% increase in remote IT job postings in 2025. As companies continue to adapt to virtual work environments, the need for seamless and efficient IT support has never been more critical. Dropbox, a pioneer in cloud storage, is seeking a highly skilled Manager to oversee its global IT support and service operations. With a strong focus on AI-powered support and automation, this role offers a unique opportunity for candidates to shape the future of IT support in a remote-first company. Before applying, candidates should be aware of the high level of expertise required in IT service management, asset lifecycle operations, and leadership.
Job Description
About the Role
The Manager, IT Support & Service Operations will play a vital role in shaping the future of IT support at Dropbox. As a leader in the IT support team, you will be responsible for overseeing the full frontline support ecosystem, including managed Tier 1 helpdesk partner, physical asset operations, executive support, and AI-powered support experience. Your primary objective will be to modernize and unify these services into a cohesive, AI-first, automation-driven model that reduces friction and builds trust among Dropboxers.The successful candidate will have a deep understanding of IT service management, asset lifecycle operations, and leadership. You will be expected to drive measurable improvements in customer satisfaction, first contact resolution, and overall resolution time. Your ability to lead cross-functional teams, collaborate with stakeholders, and communicate effectively will be essential in this role.
As a key member of the IT support team, you will be working closely with various stakeholders, including executives, engineers, and other support teams. Your expertise in IT support, asset management, and leadership will be crucial in ensuring that Dropboxers receive world-class support, enabling them to work efficiently and effectively in a remote-first environment.
What You Will Do
- 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 customer satisfaction, first contact resolution, and overall resolution time
- Improve asset inventory accuracy, fulfillment speed, and hardware availability through tighter controls and reporting
- Collaborate with cross-functional teams to identify and prioritize support needs
- Develop and implement processes to ensure seamless Day-1 hardware readiness for new hires
- Lead high-touch executive support for critical incidents and proactive readiness
What We Are Looking For
- 5+ years of experience in IT support, service operations, or a related field
- Proven track record of leading IT support teams, managing vendor relationships, and improving customer satisfaction
- Strong understanding of IT service management frameworks, such as ITIL
- Experience with AI-powered support tools and automation platforms
- Excellent leadership, communication, and collaboration skills
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Strong analytical and problem-solving skills, with attention to detail and ability to dive deep into technical issues
- Experience with asset lifecycle management, including procurement, provisioning, and decommissioning
Nice to Have
- Experience with cloud-based IT service management tools, such as ServiceNow or JIRA
- Familiarity with DevOps practices and agile methodologies
- Certification in ITIL, IT service management, or a related field
- Experience working in a remote-first company or a similar environment
Benefits and Perks
- Competitive salary and equity package
- Comprehensive health insurance and benefits
- Flexible working hours and remote work arrangement
- Access to cutting-edge technology and tools
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Generous paid time off and holiday policy
- Dropbox products and services for personal use
How to Stand Out
- Emphasize your experience in IT support, service operations, and leadership when applying for this role.
- Make sure to highlight your understanding of IT service management frameworks, such as ITIL, and your experience with AI-powered support tools.
- Showcase your ability to lead cross-functional teams, collaborate with stakeholders, and communicate effectively.
- Be prepared to discuss your experience with asset lifecycle management, including procurement, provisioning, and decommissioning.
- Demonstrate your knowledge of cloud-based IT service management tools, such as ServiceNow or JIRA, and DevOps practices.
- Be ready to provide specific examples of how you have driven measurable improvements in customer satisfaction, first contact resolution, and overall resolution time in your previous roles.
- Show enthusiasm for working in a remote-first company and adapting to a dynamic, fast-paced environment.
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