Manager IT Support & Service Operations Global Remote - Mexico | Dropbox CareersSkip to main contentENENPL0Jobs that caught your eyeJobs Inside Dropbox Teams View TeamsAdminBusiness DevelopmentBusiness Strategy & OpsCommunications & BrandCompany Strategy & OpsCorporate IT EngineeringCustomer Experience and SuccessData ScienceDesign & ResearchEngineeringFinanceLegalMarketingOfficePeopleProductSalesSecurityVirtual First Whats new How we hire Emerging Talent Events Open Role Manager IT Support & Service Operations GlobalRemote - Mexico Remote Corporate IT Engineering Full Time 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. Were 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 Read more about our benefits here.Company DescriptionDropbox isnt just a workplace-its a living lab for designing a more enlightened way of working. Were 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 youre 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 youre ready to push boundaries and challenge yourself Dropbox is ready for you.Team DescriptionThe 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 youre passionate about using technology to shape the future of enterprise solutions join our Corp IT team.Virtual FirstDropboxs 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 ourAI 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.Read MoreSimilar JobsInfrastructure Software Engineer TelemetrySaveSaved Remote - Mexico Atlassian Cloud Platform EngineerSaveSaved Remote - Poland Atlassian Cloud Platform EngineerSaveSaved Remote - Mexico Save SavedOpen sharing options Apply Now Share Meet the Dropbox Corporate IT Engineering teamFocus areas include cloud engineering IT infrastructure site reliability softwareenterprise apps automation full-stack development enterprise architecture and business systemsExplore the teamMexicoExplore the locationI feel trusted at Dropbox. Here Im free to make decisions own my work end-to-end and contribute to the company beyond my role. Ragul Tech LeadDropbox has transformed my career and I feel empowered to make an impact every single day. I love working with exceptional people in an environment that supports growth innovation and disruption. Rachel Security EngineerEvery day at Dropbox brings new opportunities to push myself to try something different and grow my skillset. Im encouraged at every step. RiAnica Senior Web ProducerI know Im making an impact when our products make users lives easier. Maciej Software EngineerEveryone I met during the interview process was working on solving real problems. Thats what attracted me to Dropbox. Hannah People Analytics Senior ManagerVirtual First isnt just a policyVirtual First defines how we work and what we create. By experiencing distributed work firsthand we know how to make it more intuitive and human.Discover our approachCommitted to your growthDropbox is a global community where you can own your impact. From day one youre trusted to experiment boldly sharpen your craft and grow with the support of world-class teammates. With our start-up mindset and enterprise-level opportunities you can be yourself while unlocking your potential.Look inside DropboxPlay videoRelated Posts Discover all stories Editors pickA practical blueprint for evaluating conversational AI at scale Ranjitha Gurunath Kulkarni Ameya Bhatawdekar and Gonzalo Garcia 1 Minute read We think youll enjoy thisHow Dash uses context engineering for smarter AI Sean-Michael Lewis 1 Minute read Dont miss thisWith Mobius Labs Aana models were bringing deeper multimodal understanding to Dropbox Dash Appu Shaji 1 Minute read Discover all stories Stay connected Join our Talent Community today. Be the first to know about new opportunities and get a behind-the-scenes look at Dropbox. 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