Manager, IT Support & Service Operations (Global)

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