Sr. Manager, Global IT Support

Sr. Manager, Global IT Support

We are seeking a Senior Manager, Global IT Support, to join our Global IT Support and End-User Services team. This position will oversee and enhance our global IT support operations, delivering seamless, proactive, and modern support experiences to over 40,000 employees worldwide. The role demands a forward-thinking leader who blends an engineering mindset with a commitment to service excellence, focusing on automation, AI-enabled support, and self-service adoption to create a world-class employee experience.

The ideal candidate will be a change agent who modernizes IT support beyond traditional service desk methods by utilizing Digital Employee Experience (DEX) platforms, predictive analytics, AI chatbots, agentic workflows, and zero-touch onboarding to attain a zero-service desk model. This leader will ensure that global support operations deliver exceptional customer satisfaction, dependability, and innovation, while collaborating with senior stakeholders and executives.

Essential Duties and Responsibilities:

Leadership & Team Management:

• Lead, coach, and develop global IT support teams, encompassing global service desk, deskside support, AV/conference rooms support, large-scale live events, and C-Suite support.
• Drive a culture of proactive support, automation, and continuous improvement.
• Manage staffing, performance, and development for a 24x7 global operation.
• Deliver high-touch C-Suite and VIP support, ensuring executive users receive personalized, seamless service.

Operational Oversight:

• Oversee the end-to-end IT support ecosystem across regions, ensuring SLAs, KPIs, and customer satisfaction targets are consistently met.
• Own Tier 1/2 incident and service request delivery via phone, chat, email, and walk-ups, ensuring high first call/level resolution and shift-left adoption.
• Manage third-party managed service providers and vendor partnerships to ensure high performance and accountability.
• Develop real-time and predictive dashboards for incident volumes, service health, and DEX metrics.

Modern IT Support & Innovation:

• Champion a zero-service desk approach by implementing and optimizing AI chatbots, self-healing workflows, ticket deflection through a robust self-service knowledge base, and automation.
• Leverage DEX platforms (e.g., Nexthink, Systrack) for proactive device health monitoring, incident prevention, and experience scoring.
• Apply predictive analytics to identify emerging IT issues before they impact users.
• Support and enhance global conference rooms, hybrid collaboration technology, and large-scale live events.

Process & Service Excellence:

• Define, measure, and improve operational metrics, SLAs, KPIs, and customer satisfaction scores (CSAT).
• Contribute to the incident/problem lifecycle, driving permanent fixes instead of recurring workarounds.
• Continuously refine ITIL-aligned processes (Incident, Change, Problem, Request, Knowledge) for scale and agility.
• Ensure seamless onboarding experience for new hires with zero-touch provisioning, access management, and collaboration readiness.
• Maintain updated technical documentation, user guides, and knowledge bases.

Strategic Planning & Stakeholder Engagement:

• Partner with IT leadership and business stakeholders to align IT support strategies with Western Digital's digital transformation and growth goals.
• Communicate service health, major incident updates, and key metrics to executive and C-Suite stakeholders.
• Influence the IT roadmap by advocating for employee experience, automation, and AI adoption.