🛠 Tech Stack

💼 About This Role

You'll own the global frontline IT support ecosystem at Dropbox, including managed helpdesk, asset operations, and AI-powered support. You'll modernize and unify these services to reduce friction and build trust for all Dropboxers. This role shapes the AI-first support model for a Virtual First company, making every interaction count.

🎯 What You'll Do

• Own global Tier 1 support vendor performance and SLAs
• Lead end-to-end IT asset lifecycle operations
• Deliver white glove executive IT support for DLUX leaders
• Drive improvements in CSAT, first contact resolution, and resolution time

📋 Requirements

• 5+ years leading global IT support or service operations
• Experience managing vendor-governed service models
• Experience with ITSM platforms (ServiceNow preferred)
• Experience delivering automation or AI-driven service improvements

✨ Nice to Have

• Experience implementing AI chatbots in enterprise IT
• Experience with asset lifecycle management at scale
• ITIL certification

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏠 Remote work flexibility
• 💰 Competitive salary
• 📈 Stock options
• 👶 Parental leave

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Panel Interview· 90 min

🚩 Heads Up

• Potential on-call requirement occasionally mentioned