IT Support Lead

Job description

What You'll Do • Strategic IT leadership & stakeholder alignment. Partner with business leaders, Executive Assistants (EAs), Workplace/Facilities, and Audio/Visual (AV) teams to translate organizational needs into seamless IT solutions. Manage regional IT budgets, optimize cloud costs (FinOps), negotiate vendor contracts, and drive multi-site hybrid work • People leadership & operational rigor. Hire, mentor, and direct a hybrid team of ~15-20 L2/L3 IT support leads and specialists across multiple Americas offices (NYC HQ, Austin, SF, Palo Alto). Establish systems of record and operational workflows using Jira and the ITSM ticketing system to streamline ticketing, project tracking, and lifecycle management. Requires up to 5-10% travel and availability for after-hours escalation management during major operational incidents or critical office deployments • Incident management & service standards. Serve as the primary escalation point for major operational outages. Enforce quantifiable KPIs, including Customer Satisfaction (CSAT), Mean Time to Resolution (MTTR), and First Time Fix Rate (FTTR), through trend analysis and Root Cause Analysis (RCA). • Practical automation & operational reporting. Integrate standard workflow automation tools and practical AI capabilities into daily IT service delivery. Use ticketing data and operational metrics to make data-driven decisions on capacity planning, service scaling, and office tech deployments • Baseline risk management & asset governance. Ensure corporate infrastructure adheres to baseline compliance, hardware lifecycle standards, and access management best practices, delivering secure and productive environments for all employees What We're Looking For • 6+ years in corporate IT support, networking, or infrastructure operations, with 2+ years leading distributed, multi-site teams (~10-20 direct reports and team members) across Americas headquarters and regional locations • Proven ability to partner directly with Executive Assistants, Workplace/Facilities, AV engineers, and senior executives to support high-priority events, office deployments, and daily operations • Demonstrated success coaching and mentoring L2/L3 support personnel across both local HQ and remote/hybrid team settings • Calm, empathetic, and decisive leadership during major network/system outages and high-pressure event execution • Hands-on experience with enterprise ticketing and task systems (Jira, Zendesk), wireless/switching infrastructure (Meraki, Aruba), and managing cloud identity and SaaS tool environments • Strong track record of using support metrics, CSAT surveys, MTTR/FTTR targets, and SLA tracking to raise support quality • Experience implementing practical automation and system integration that reduces repetitive work for the team and improves ticketing efficiency Things We Love (Preferred Qualifications) • Previous experience managing infrastructure in enterprise SaaS, developer tools, or cloud database companies • Familiarity with End-User IT technologies (GAM/IAM tooling/MDM) or Agile/Project Management practices • Strong learning agility and a passion for continuous education in emerging tech (AI, IoT, edge computing) • Proven track record in IT vendor management and driving hands-on operational improvements First 6-12 Month Outcomes • Regional Service Reliability: Standardize L2/L3 support workflows across NYC HQ, Austin, SF, and Palo Alto to achieve a >95% CSAT and reduce Mean Time to Resolution (MTTR) by 20% • Practical Automation: Identify and automate top repetitive manual onboarding and ticketing tasks, eliminating manual overhead for support specialists • Team Leadership & SLA Tracking: Establish clear operational KPIs, coaching direct reports to maintain seamless cross-functional alignment with Executive Assistants and Workplace teams About MongoDB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-clo