Sr. Manager, Global IT Support

Western Digital Corp • San Jose, CA

63d

About The Position

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.

Requirements

• Bachelor's degree in information technology, Computer Science, or related field (Master's preferred).
• 10+ years in IT support, with at least 5+ years managing global, multi-region support operations.
• ITIL v4 certification.
• Prior experience in large, complex enterprises (technology or manufacturing industry preferred).
• Exposure to emerging AI technologies and agentic workflows for IT support.
• Proven success in modern IT support methodologies (shift-left, automation, AI-driven support, zero-touch provisioning).
• Deep experience with ITSM platforms (ServiceNow preferred) and ITIL processes.
• Hands-on knowledge of: Windows, Mac OS, Active Directory, O365, Intune, Jamf, SCCM, Cisco conferencing systems Identity and Access Management (IAM), hybrid AD, SSO/MFA foundations DEX tools (Nexthink, Systrack, etc.) AI/automation platforms - agentic workflows, chatbots, LLM-based assistants
• Strong foundation in enterprise networking basics, AV systems, and collaboration tools.
• Exceptional leadership, people management, and coaching skills; proven success leading global, multicultural teams.
• Strong ability to communicate at the executive level, simplifying technical complexity for C-Suite audiences.
• Track record of delivering high customer satisfaction (CSAT), proactive support outcomes, and measurable business value.
• Experience managing large-scale events, all-hands, and AV collaboration environments.
• Excellent stakeholder management, vendor/partner management, and contract governance skills.
• Ability to drive process innovation and change management across a global enterprise.
• Thinks like an engineering leader - proactive, analytical, and innovation-driven.
• Strong problem-solving, decision-making, and predictive thinking skills.
• A change agent who challenges the status quo and drives adoption of modern, AI-enabled support.
• Results-oriented, energetic, and passionate about delivering world-class employee experience.

Nice To Haves

• Master's preferred
• Certifications in DEX platforms, ServiceNow, Microsoft (Intune, M365), or automation frameworks are preferred.
• Prior experience in large, complex enterprises (technology or manufacturing industry preferred).

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program; employee stock purchase plan; and the Western Digital Savings 401(k) Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Computer and Electronic Product Manufacturing
• Number of Employees: 5,001-10,000 employees