Head of IT Support

We are seeking a dynamic and innovative Head of IT 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 Head of IT Support will oversee the Triage team, L2 support, and AV&C, while collaborating closely with the CIO and their direct reports.

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 CIO and their direct reports (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


• Lead/collaborate on the implementation of enterprise AI support tools to reduce ticket volume and improve resolution speed


• Identify and implement innovative solutions to automate processes, improve workflows, and enhance support capabilities using shift-left principles


• Continuous improvement mindset; proactively evaluate and enhance support processes to ensure efficiency and effectiveness

ITIL Best Practices and Incident Management:

• Collaborate with the ITSM 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 CIO 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 (ie 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


• Experience developing and implementing AI self-service capabilities, including chatbots resulting in measurable case deflection and higher CSAT


• Strong understanding of ITIL best practices and service management principles to reduce friction in incident, request, and problem management workflows


• Demonstrated ability to develop and implement strategic plans and drive innovation


• Experience in developing and utilizing metrics and KPIs to measure performance and drive operational excellence


• Excellent communication, collaboration, and leadership skills


• Data-driven and results-oriented mindset


• Budget management experience


• Bonus: Experience successfully implementing a VIP Support function

Collaboration

This role requires close collaboration with:

• 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

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform—the most widely available, globally distributed database on the market—helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and nearly 60,000 customers—including 75% of the Fortune 100 and AI-native startups—relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes 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 federal, state or local laws.

Req ID: 2263202430