Senior Manager, Global IT Support

Mountain View, California; San Francisco, CaliforniaFull-TimeManagerSupport / Customer Success

You will be redirected to the company career page

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.

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.

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

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

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected 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 anticipates utilizing 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.

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.