Director Head of Global IT Support (Remote)

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Job Summary:

Airbnb is a global leader in hospitality, connecting millions of hosts and guests. They are seeking a Head of Global IT Support to oversee IT Support functions globally, ensuring operational excellence and effective support for employees. The role involves leading a diverse team, managing IT operations, and developing technical solutions to enhance productivity.

Responsibilities:

• Oversee varying managed services, procurement specialists, and inventory/logistics experts.

• Partner with cross-functional peers to ensure operational excellence in supporting Airbnb employees.

• Utilize your leadership and technical expertise to guide and enable our team of talented Support Engineers.

• Work closely with the wider IT Leadership Team to ensure our team and processes scale as Airbnb expands.

• Recruit, onboard, and develop talented Support Engineers.

• Represent the department cross-functionally.

• Lead a global team of IT Support Engineers, including hiring, performance management, and career development.

• Monitor global service-level metrics and response times, redirecting team operations as needed.

• Report on the health of your services globally.

• Design and execute projects to improve support operations.

• Develop, communicate, and execute a global technical roadmap, aligning immediate and long-term goals.

• Instill a culture of trust and collaboration within the team and cross-functionally.

• Establish standards for quality and operational excellence for products and services.

• Ensure accountability for deliverables and performance.

• Oversee hardware and software purchasing (including new employee onboarding technology setup) globally.

• Ensure maintenance of accurate asset management records.

• Support Airbnb employees in resolving problems with IT, AV, and Communications systems.

• Collaborate with AirSupport Managers globally to align processes, adopt best practices, and foster innovation.

Qualifications:

Required:

• 7 years of experience in managing technical service operations and support teams on a global scale.

• Bachelor’s Degree in Computer Science or a related field.

• Superior leadership skills with proven ability to effectively manage and develop a diverse team of people (a large and/or international team), and facilitate effective cross-cultural business interaction.

• Natural problem solver who enjoys identifying ways to make your team and customers have less friction with technology.

• Strong Apple technology knowledge and experience.

• Experience with purchasing, inventory management, and budgeting.

• Sound knowledge of information and communications technology fundamentals.

• Ability to prioritize and execute complex team projects while maintaining quality.

• Ability to learn and adapt quickly.

• Embraces feedback and iteration.

• Must be able to travel approximately 10-20%.

Company:

Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. Founded in 2008, the company is headquartered in San Francisco, California, USA, with a team of 5001-10000 employees. The company is currently Public Company. Airbnb has a track record of offering H1B sponsorships.