MongoDB · 3 hours ago
Director, IT
San Francisco, CA
Full-time
Onsite
Director/Executive
$95K/yr - $187K/yr
8+ years expMongoDB is a leading company in database technology, empowering customers to innovate at speed. They are seeking a dynamic Director of Global Support to lead their global support team, focusing on enhancing user experience and driving continuous improvement across their enterprise technology operations.
Cloud ComputingDatabaseOpen SourceSaaSSoftware
Responsibilities
Lead and manage globally distributed teams, including Triage team, L2 support, and AV&C teams, ensuring high performance and alignment with GET objectives
Motivate and inspire team members, fostering a culture of innovation, collaboration, and data-driven decision-making
Work closely with the Senior Director of GET and pillar leaders (Asset Management, GET Engineering) to align support strategies with overall GET goals
Continually develop, evaluate, and provide effective training and development programs for the Global Support team to improve technical skillsets and customer service skills
Develop and implement strategic plans to optimize global support operations, enhance user experience, and improve service delivery
Lead/collaborate on the implementation of enterprise AI support tools to reduce ticket volume and improve resolution speed
Identify and implement innovative solutions to automate processes, improve workflows, and enhance support capabilities using shift-left principles
Continuous improvement mindset; proactively evaluate and enhance support processes to ensure efficiency and effectiveness
Collaborate with the ITSM Manager and GET Engineering to implement and enforce ITIL best practices related to incident management, change management, problem management, and continuous improvement
Ensure timely and effective resolution of incidents and problems, minimizing impact on business operations
Develop and implement team-specific metrics and KPIs to complement the Standardized TechOps Reporting Metrics (STORM)
Utilize data to analyze performance, identify trends, and drive improvements in support services
Provide regular reports and insights to senior leadership on support performance and initiatives
Work closely with the Senior Director of GET and the Asset Management Senior Manager to manage the global support budget effectively
Ensure optimal allocation of resources and demonstrate a strong return on investment for support activities
Ensure IT support operations adhere to global security standards and data privacy regulations (ie SOC2, GDPR, ISO27001)
Collaborate with the InfoSec team to implement and support security measures to improve IT’s security posture
Qualification
Required
Bachelor's degree in Business Administration, Information Technology, or a related field or equivalent experience
8+ years of experience managing Global IT Support teams
Proven experience in leading and managing global support teams
Experience developing and implementing AI self-service capabilities, including chatbots resulting in measurable case deflection and higher CSAT
Strong understanding of ITIL best practices and service management principles to reduce friction in incident, request, and problem management workflows
Demonstrated ability to develop and implement strategic plans and drive innovation
Experience in developing and utilizing metrics and KPIs to measure performance and drive operational excellence
Excellent communication, collaboration, and leadership skills
Data-driven and results-oriented mindset
Budget management experience
Preferred
Experience successfully implementing a VIP Support function
Benefits
Equity
Participation in the employee stock purchase program
Flexible paid time off
20 weeks fully-paid gender-neutral parental leave
Fertility and adoption assistance
401(k) plan
Mental health counseling
Access to transgender-inclusive health insurance coverage
Health benefits offerings
Company
MongoDB
MongoDB is a next-generation database that helps businesses transform their industries by harnessing the power of data.
5001-10000 employees
H1B Sponsorship
MongoDB has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (159)
2024 (150)
2023 (133)
2022 (79)
2021 (51)
2020 (30)
Funding
Current Stage
Public CompanyTotal Funding
$311MKey Investors
SalesforceEquityZenT. Rowe Price
2024-11-14Post Ipo Equity
2024-10-16Post Ipo Debt
2018-03-06Post Ipo Equity
Leadership Team
Jim Scharf
Chief Technology Officer
Ronnen Miller
SVP, Global Technical Services
Recent News
2026-01-16
Company data provided by crunchbase