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Overview
We are seeking a dynamic and innovative Director of Global Support to lead our global support team within the Global Enterprise Technology (GET) department. This role is critical in ensuring seamless and efficient support operations, enhancing user experience, and driving continuous improvement across our global enterprise. The Director of Global Support will oversee the Triage team, L2 support, and AV&C, while collaborating closely with the Senior Director of GET and pillar leaders.
Responsibilities
- Leadership and Management
- Lead and manage globally distributed teams, including Triage team, L2 support, and AV&C teams, ensuring high performance and alignment with GET objectives
- Motivate and inspire team members, fostering a culture of innovation, collaboration, and data-driven decision-making
- Work closely with the Senior Director of GET and pillar leaders (Asset Management, GET Engineering) to align support strategies with overall GET goals
- Continually develop, evaluate, and provide effective training and development programs for the Global Support team to improve technical skillsets and customer service skills
- Strategic Planning and Innovation
- Develop and implement strategic plans to optimize global support operations, enhance user experience, and improve service delivery
- Identify and implement innovative solutions to automate processes, improve workflows, and enhance support capabilities using shift-left principles
- Maintain a continuous improvement mindset; proactively evaluate and enhance support processes to ensure efficiency and effectiveness
- ITIL Best Practices and Incident Management
- Collaborate with the Operations Senior Manager and GET Engineering to implement and enforce ITIL best practices related to incident management, change management, problem management, and continuous improvement
- Ensure timely and effective resolution of incidents and problems, minimizing impact on business operations
- Metrics and Reporting
- Develop and implement team-specific metrics and KPIs to complement the Standardized TechOps Reporting Metrics (STORM)
- Utilize data to analyze performance, identify trends, and drive improvements in support services
- Provide regular reports and insights to senior leadership on support performance and initiatives
- Budget Management
- Work closely with the Senior Director of GET and the Asset Management Senior Manager to manage the global support budget effectively
- Ensure optimal allocation of resources and demonstrate a strong return on investment for support activities
- Security, Compliance, & Risk Management
- Ensure IT support operations adhere to global security standards and data privacy regulations (e.g., SOC2, GDPR, ISO27001)
- Collaborate with the InfoSec team to implement and support security measures to improve IT's security posture
Qualifications
- Bachelor's degree in Business Administration, Information Technology, or a related field or equivalent experience
- 8+ years of experience managing Global IT Support teams
- Proven experience in leading and managing global support teams
- Strong understanding of ITIL best practices and service management principles
- Demonstrated ability to develop and implement strategic plans and drive innovation
- Experience in developing and utilizing metrics and KPIs to measure performance and drive improvements
- Excellent communication, collaboration, and leadership skills
- Data-driven and results-oriented mindset
- Budget management experience
- Bonus: Experience successfully implementing a VIP Support function
Collaboration
- Senior Director of GET
- GET Pillar Leaders (Asset Management, GET Engineering)
- IT Service Manager
- Senior Leadership Team (SLT) across all MongoDB Business Units
- MongoDB executives
MongoDB is committed to providing accommodations for individuals with disabilities in our application and interview process. To request an accommodation, please inform your recruiter.
MongoDB, Inc. is an equal employment opportunity employer. We prohibit discrimination and harassment of any type and make all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.
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