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