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

Company Description

Dropbox isn’t just a workplace—it’s a living lab for designing a more enlightened way of working. We’re a global community of bold visionaries and resourceful doers shaping the future of Dropbox and, in turn, the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, creating space for meaningful work and lasting relationships. With a startup mindset and enterprise-level opportunities, we expect Dropbox employees to think critically, stay curious, and use modern tools, including AI, to improve how work gets done. Here, you can be who you are and grow into who you’re meant to be. You own your impact, helping make work more intuitive, joyful, and human for yourself and hundreds of millions of people worldwide. If you’re ready to push boundaries and challenge yourself, Dropbox is ready for you.

Team Description

The Dropbox Corporate IT Engineering Team provides information technology strategy, systems, and services that enable business success. We test and implement new tools to help Dropbox employees work confidently, move fast, and scale effortlessly in a Virtual First environment. As the connective tissue to our company, we source, build, and implement technology solutions that empower and simplify work while meeting the enterprise-level standards Dropbox employees expect from a global technology company. Our team combines technical expertise with strategic thinking, creating the foundation for collaboration, creation, and growth. If you're passionate about using technology to shape the future of enterprise solutions, join our Corp IT team.

Virtual First

Dropbox’s Virtual First way of working is designed to help people do their best work with flexibility, autonomy, and connection. Day to day, teams work remotely with nonlinear schedules and core collaboration hours that support deep focus and individual working styles. We prioritize asynchronous communication to improve clarity, respect deep work time, and reduce unnecessary meetings. While remote work is the primary experience for our employees, we also prioritize intentional, in-person connection. We bring teams together through regular team gatherings, on-demand workspaces, and Dropbox Neighborhood events in order to strengthen team cohesion, foster creativity, and enhance momentum. Virtual First is built to provide the same access to opportunity, growth, and impact for everyone, regardless of location.

This role requires travel to offsites and various other team gatherings (approximately 5-10% of the year or 2-3 days per quarter). We provide advance notice when possible and encourage candidates to discuss any accommodation needs during the interview process.

Dropbox supports responsible use of AI for preparation, but misrepresentation of skills or experience is not permitted. See our AI Principles.

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.

Manager, IT Support & Service Operations (Global)