Director, IT

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Director, IT

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MongoDB

Overview

We are seeking a dynamic and innovative Director of Global 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 Director of Global Support will oversee the Triage team, L2 support, and AV&C, while collaborating closely with the Senior Director of GET and pillar leaders.

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 Senior Director of GET and pillar leaders (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

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 Operations Senior 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 Senior Director of GET 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 (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, 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

Strong understanding of ITIL best practices and service management principles

Demonstrated ability to develop and implement strategic plans and drive innovation

Experience in developing and utilizing metrics and KPIs to measure performance and drive improvements

Excellent communication, collaboration, and leadership skills

Data-driven and results-oriented mindset

Budget management experience

Bonus : Experience successfully implementing a VIP Support function

Collaboration

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

Benefits and Culture

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.

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.

MongoDB’s base salary range for this role is

$95,000—$187,000 USD

(U.S.-based candidates).

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