GAQ425R44Location: San Francisco, CA or Mountain View, CA or remote US

We are looking for a technology leader (Dir, Service Desk) who will help us transform IT Support. You will be part of a modern IT organization where you will ensure a high-fidelity service desk that drives exceptional user experience while significantly reducing the cause of service desk interruptions. You will be responsible for global IT functions including help desk support for 8k+ users, endpoint management, client services, vendor management, asset management, event planning, AV services and endpoint security. In addition, you will partner closely with Corporate Engineering to automate and eliminate the root cause of service disruptions or access requests globally. You will report to the Vice President, IT Infrastructure and Operations.

The impact you will have:

• Global IT Service Desk Operations & Strategy:
• Lead a global service desk team supporting 8K+ users across engineering, sales, and other functions.
• Set and execute strategies to achieve exceptional user experience, emphasizing automation, self-service, and lean operational practices.
• Develop shift-left strategies, empowering the service desk to handle more complex support cases, reducing dependency on L3 teams.

• Incident, Problem, and Change Management:
• Manage  incident, problem, and change management processes for global operations.
• Lead change management initiatives for service desk processes and tool implementations, ensuring smooth transitions and user adoption.

• Asset and Vendor Management:
• Implement a comprehensive IT asset management strategy, tracking hardware and software assets from procurement to decommissioning. Ensure compliance, optimize asset usage, and maintain an accurate inventory to control costs.
• Manage relationships with external IT vendors, ensuring the selection of reliable, cost-effective services and tools that meet organizational requirements. Negotiate contracts and oversee vendor performance to ensure service levels are met.

• Global AV & Event Support:
• Manage all Audio-Visual (AV) systems and services for global meetings and events, ensuring seamless collaboration experiences across the organization.
• Continuously improve AV systems to meet the growing needs of the business, ensuring scalability and innovation in event support.

• Team Leadership & Development:
• Lead and develop a global team of ~30 IT professionals, focusing on creating a culture of customer empathy, continuous improvement, and operational excellence.
• Oversee hiring, performance management, and training initiatives to ensure the team has the necessary skills to support a growing, dynamic environment.

What we look for:

• 10+ years of experience leading IT support professionals.
• Attention to continuous improvement and driving innovation for an adapting and growing global organization.
• Effective management of incident, problem, and change processes, reducing incidents and delivering high quality change management. 
• Deep understanding of highly automated asset tracking and lifecycle management in order to achieve 100% accuracy.
• Robust processes and analytics expertise that enable effective cost management and optimize IT spending while maintaining high service quality.
• Knowledge of AV systems and services that support global events and expansions driving innovation and scalability.
• Experience leading a team of senior professionals working asynchronously in a remote, distributed team.
• A collaborative style: partners well with cross-functional teams to solve hard problems and to complete complex deliverables with quality and business outcomes.
• The ability to provide mentorship and guidance to team members

Pay Range Transparency

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings for commissionable roles.  Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks utilizes the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.

About Databricks

Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.BenefitsAt Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks. 

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

Compliance

If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.