Manager, IT Support & Service Operations (Global)
Dropbox
Job Description
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...
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...
Skills & Technologies
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Dropbox is currently hiring for Manager, IT Support & Service Operations (Global) as a remote position compatible with Gulf region timezones. Browse more companies hiring remotely, view all remote jobs for Dubai timezone, or read our guide to remote work from Dubai.