Head of IT Support

We are seeking a forward-thinking and technology-driven Director of Global Support to lead our global support team within the Global Enterprise Technology (GET) department. In this pivotal role, you will leverage cutting-edge AI solutions to enhance support operations, improve the user experience, and drive continuous innovation across our global enterprise. The ideal candidate will combine strategic leadership, technical expertise, and a focus on AI-driven automation to deliver exceptional service delivery. You will oversee the Triage team, L2 support, and AV & IT Executive Support, while collaborating with the Senior Director of GET, pillar leaders, and other stakeholders to align support strategies with organizational goals.

Responsibilities

Leadership and Management:

• Lead and mentor globally distributed teams, including Triage, L2 support, and AV&C, ensuring alignment with GET objectives and a focus on AI innovation


• Cultivate a culture of continuous learning, fostering curiosity in AI technologies and empowering team members through technical development programs


• Partner closely with the Senior Director of GET and leaders (Asset Management, GET Engineering) to ensure strategies align with departmental and organizational priorities

Strategic Planning and Innovation:

• Develop and implement strategic plans with a focus on scaling support through AI, such as self-service tools, chatbots, and predictive analytics to accelerate ticket resolution and enhance user satisfaction


• Spearhead the adoption of AI-powered solutions to automate repetitive support tasks, optimize workflows, and boost operational efficiency using shift-left principles


• Stay informed of industry trends in AI and emerging technologies, assessing their applicability to support operations, and driving global innovation

ITIL Best Practices and AI-Enhanced Incident Management:

• Collaborate with the ITSM Manager and GET Engineering to integrate AI capabilities into ITIL workflows, including incident management, change management, and problem management, and continuous improvement


• Ensure incidents are resolved efficiently, leveraging AI tools to minimize impact on business operations

Metrics, Analytics, and AI Insights:

• Design metrics and KPIs to measure support team performance and enhance service capabilities by leveraging AI-powered analytics


• Provide actionable insights to senior leadership by analyzing trends across incident resolution, case deflection, and user experience improvements


• Use data to refine AI implementations for continuous improvement in support delivery

Budget Management:

• Work with the Senior Director of GET and Asset Management leaders to ensure the global support budget maximizes ROI


• Ensure optimal allocation of resources and demonstrate a strong return on investment for support activities

Security, Compliance, and Risk Management:

• Ensure IT support operations comply with security standards and data privacy regulations (e.g., 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, Computer Science, or a related field (or equivalent experience)


• 8+ years of experience managing global IT support teams, including AI-driven innovations


• Proven track record of developing and implementing AI self-service capabilities (e.g., chatbots, agentic AI, NLP solutions) resulting in measurable case deflection and improved CSAT scores


• Strong expertise in integrating AI technologies within ITIL best practices for optimized incident, request, and problem management workflows


• Demonstrated ability to develop and execute strategic plans, particularly in scaling global support through AI solutions


• Experience in designing and tracking performance metrics enhanced by AI analytics for operational excellence


• Exceptional communication, collaboration, and leadership skills


• Data-driven mindset with a strong aptitude for working with AI-driven tools to improve service outcomes


• Experience managing global budgets, including investments in AI technologies to support innovation

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