Role Description\n----------------\n\nAt 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.\n\nThis 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.\n\nSuccess 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.\n\nResponsibilities\n----------------\n\n* Own global Tier 1 support vendor performance, including SLAs, quality standards, and operational cadence\n* Lead end to end IT asset lifecycle operations, from procurement and provisioning to refresh and decommissioning\n* Deliver white glove executive IT support for DLUX leaders, including high priority incident response and proactive readiness\n* Own and continuously improve AI powered support capabilities to increase self service and reduce time to resolution\n* Drive measurable improvements in CSAT, first contact resolution, and overall resolution time\n* Improve asset inventory accuracy, fulfillment speed, and hardware availability through tighter controls and reporting\n* Help define and execute a 12 to 18 month IT service operations roadmap with clear milestones and KPIs\n* Partner cross functionally to simplify support tiering, clarify escalation paths, and improve handoffs across teams\n\nOn-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.\n\nRequirements\n------------\n\n* 5+ years leading global IT support or service operations\n* Experience managing vendor-governed service models\n* Experience leading distributed teams\n* Experience with ITSM platforms (ServiceNow preferred)\n* Strong executive communication skills\n* Strong process engineering mindset\n* Experience delivering automation or AI-driven service improvements\n\nPreferred Qualifications\n------------------------\n\n* Experience implementing AI chatbots in enterprise IT\n* Experience with asset lifecycle management at scale\n* Exposure to Zero Trust device security principles\n* Experience supporting executive stakeholders\n* ITIL certification