Manager, IT Support & Service Operations (Global)

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