Manager, IT Support & Service Operations

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