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Sr. Manager, IT Support



IT, Customer Service
Mountain View, CA, USA
Posted on Wednesday, October 4, 2023


Location : San Francisco, CA or Mountain View, CA

At Databricks Information Technology, we are a product led organization 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.

The Senior Manager IT Support leads a global team of IT support professionals in providing customer obsessed services to our customers. This includes creating and implementing strategic plans, managing daily operations, and ensuring that the team meets all service level agreements. You will have a strong technical background, experience managing a high-volume ticketing system, and a proven track record of success implementing changes and improving customer interactions. You will report to the Director, Corporate Engineering Help Desk as part of the CIO's organization.

The impact you will have:

  • You will work with the staff and management team to implement and measure strategic plans and outcomes. Help set a vision for the future, including developing plans to exceed requirements.

  • You will provide leadership and support for the IT Support team to ensure staff understand and meet service level agreements in productivity, service, and quality metrics to provide exemplary customer interaction.

  • You will provide the very best customer service experience for all employees with your knowledge in technology, resolving support requests, educating, and sharing knowledge with our workforce

  • You will implement creative technology practices and continuous improvement processes that achieve value.

  • You will develop and implement continuous improvement processes for the team and Support queues.

  • You will foster the growth and professional development of the team.

  • You will work with other IT leaders and partners to improve efficiency by implementing new processes, and automation

  • You will lead content development and curation of the IT knowledge base and procedural documentation.

What we look for:

  • 8+ experience leading advanced technical teams with customer-obsessed responsibilities

  • 8+ years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years of experience; or equivalent work experience.

  • 5+ years of experience managing a high volume ticketing system (+4500 PM)

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

  • In-depth knowledge of and the ability to foster growth

  • Work with partners to find efficiencies and implement improvements to our internal systems


  • Comprehensive health coverage including medical, dental, and vision

  • 401(k) Plan

  • Equity awards

  • Flexible time off

  • Paid parental leave

  • Family Planning

  • Gym reimbursement

  • Annual personal development fund

  • Work headphones reimbursement

  • Employee Assistance Program (EAP)

  • Business travel accident insurance

  • Mental wellness resources

Pay Range Transparency

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks utilizes the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.

Zone 1 Pay Range
$132,000$233,600 USD

About Databricks

Databricks is the data and AI company. More than 9,000 organizations worldwide — including Comcast, Condé Nast, and over 50% of the Fortune 500 — rely on the Databricks Lakehouse Platform to unify their data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe. Founded by the original creators of Apache Spark™, Delta Lake and MLflow, Databricks is on a mission to help data teams solve the world’s toughest problems. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered 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.


If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.