IT Support Lead

MongoDB•New York, NY

3h•$70,000 - $138,000

About The Position

The IT Support Lead provides strategic IT leadership and operational support across MongoDB’s Americas offices, partnering with business leaders, Executive Assistants, Workplace/Facilities, and Audio/Visual teams. The role manages regional IT budgets, optimizes cloud costs, negotiates vendor contracts, and supports multi-site hybrid work. The position hires, mentors, and directs a hybrid team of approximately 15–20 L2/L3 support leads and specialists across NYC, Austin, San Francisco, and Palo Alto. It establishes operational workflows and systems of record using Jira and ITSM tools, and serves as the primary escalation point for major operational outages. The role uses service metrics, trend analysis, and root-cause analysis to improve service quality, and integrates workflow automation and practical AI into IT service delivery. The IT Support Lead also oversees baseline compliance, hardware lifecycle standards, and access management practices. The role requires up to 5–10% travel and availability for after-hours escalation management during major incidents or critical office deployments. Within the first 6–12 months, the role is expected to standardize regional support workflows, achieve greater than 95% CSAT, reduce MTTR by 20%, automate repetitive onboarding and ticketing tasks, and establish clear operational KPIs.

Requirements

At least 6 years of experience in corporate IT support, networking, or infrastructure operations.
At least 2 years leading distributed, multi-site teams of approximately 10–20 direct reports and team members across Americas headquarters and regional locations.
Experience partnering 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 in local HQ and remote or hybrid settings.
Calm, empathetic, and decisive leadership during major network or system outages and high-pressure event execution.
Hands-on experience with enterprise ticketing and task systems such as Jira and Zendesk.
Experience with wireless and switching infrastructure such as Meraki and Aruba.
Experience managing cloud identity and SaaS tool environments.
Experience using support metrics, CSAT surveys, MTTR/FTTR targets, and SLA tracking to improve support quality.
Experience implementing practical automation and system integration to reduce repetitive work and improve ticketing efficiency.

Nice To Haves

Experience managing infrastructure in enterprise SaaS, developer tools, or cloud database companies.
Familiarity with End-User IT technologies, including GAM/IAM tooling or MDM, or with Agile/Project Management practices.
Strong learning agility and interest in continuous education in emerging technologies such as AI, IoT, and edge computing.
A track record in IT vendor management and hands-on operational improvements.

Responsibilities

Partner with business leaders, Executive Assistants, Workplace/Facilities, and AV teams to translate organizational needs into IT solutions.
Manage regional IT budgets, optimize cloud costs through FinOps, negotiate vendor contracts, and support multi-site hybrid work.
Hire, mentor, and direct a hybrid team of approximately 15–20 L2/L3 IT support leads and specialists across multiple Americas offices.
Establish systems of record and operational workflows using Jira and ITSM ticketing systems for ticketing, project tracking, and lifecycle management.
Serve as the primary escalation point for major operational outages and manage after-hours escalations during major incidents or critical office deployments.
Enforce service KPIs, including CSAT, MTTR, and First Time Fix Rate, using trend analysis and root-cause analysis.
Integrate workflow automation tools and practical AI capabilities into IT service delivery.
Use ticketing data and operational metrics for capacity planning, service scaling, and office technology deployments.
Ensure infrastructure adheres to baseline compliance, hardware lifecycle standards, and access management best practices.
Standardize L2/L3 support workflows across NYC, Austin, San Francisco, and Palo Alto.
Identify and automate repetitive onboarding and ticketing tasks.
Coach direct reports and maintain cross-functional alignment with Executive Assistants and Workplace teams.