OverviewAt Databricks Information Technology, we are a product led organisation transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth.

Responsibilities

Operate as the Manager IT Support overseeing a team of IT support professionals in the EMEA region, delivering customer obsessed services.

Create and implement strategic plans, manage daily operations, and ensure the team meets all service level agreements.

Provide technical guidance, leadership, and mentorship to the IT Support team from both technical and professional perspectives.

Drive efficiency and improvements by delivering results and analyzing ticketing data, including customer issues escalations.

Lead the IT support staff by leveraging understanding of systems across multiple applications in our tech stack.

Collaborate with staff and management to implement and measure strategic plans and outcomes.

Ensure staff understand and meet service level agreements in productivity, service, and quality metrics to provide exemplary customer interaction.

Deliver the best customer service experience for all employees by applying technology knowledge, resolving requests, educating, and sharing knowledge.

Improve efficiency by implementing new processes and automation within the IT Support team.

Provide onsite leadership and coordination for extended IT teams, including IAM, Cloud Engineering, and Networking.

Collaborate with global IT teams to align with company-wide IT strategies and initiatives.

Act as the primary point of contact for IT issues and escalations in the EMEA region.

Qualifications and Experience

Experience working on a high-volume ticketing system (+4000 PM).

5+ years of experience leading advanced technical teams with customer-obsessed responsibilities.

5+ years of experience managing IT and fostering growth through in-depth knowledge.

5+ years of experience supporting customer IT needs in a global team operating 24x7.

Extensive experience providing high-caliber support to all levels of staff.

Experience supporting customer IT needs within a global team across multiple regions and time zones.

In-depth knowledge of and ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365).

Provide other services to reduce tickets and ticket closure times.

Work with partners to find efficiencies and implement improvements to internal systems.

Working knowledge of securing/management of endpoints using JAMF, Airwatch, and InTune.

Experience with IAM, Cloud operations, and Networking.

Extensive experience troubleshooting AV/Conference room issues and Office Network related issues.

Strong soft skills for a customer-facing environment, including:

Effective Communication: ability to convey technical information clearly for non-technical users.

Active Listening: understand users'' issues and needs.

Patience: remain calm when users are frustrated or stressed.

Empathy: acknowledge concerns and show compassion.

About DatabricksDatabricks is the data and AI company. More than 10,000 organizations worldwide rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe. It was founded by the creators of Lakehouse, Apache Spark, Delta Lake and MLflow. Follow Databricks on Twitter, LinkedIn and Facebook.

BenefitsBenefits: At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks.

Diversity and InclusionOur Commitment to Diversity and Inclusion: We are committed to fostering a diverse and inclusive culture where everyone can excel. Our hiring practices are inclusive and meet equal employment opportunity standards. Individuals are considered for employment without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

ComplianceCompliance

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