GAQ326R148
Location : San Francisco, CA or Mountain View, CA
At Databricks Information Technology, we are a product led organization transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth.
The Senior Manager - AV Support oversees a team of IT professionals focused on AV/VC and event support. This includes creating and implementing strategic plans, managing daily operations, and ensuring that the team meets all service-level agreements. You will have a strong technical background, experience managing a high-volume ticketing system, experience managing talented technology professionals, and a proven track record of success implementing changes and improving customer interactions. You will report to the Director of IT Support as part of the IT organization.
The impact you will have:
- You will provide technical guidance, leadership, and be a mentor to the team from technical and professional perspectives.
- You will play a key role in delivering results to drive efficiency and improvements.
- You will take ownership of analyzing ticketing data, customer feedback, and subsequently leveraging customer issues escalations as a leader of the AV/VC & event staff, applying your understanding of systems within multiple applications in our tech stack.
- You will work with the staff and management team to implement and measure strategic plans and outcomes.
- You will provide leadership and support for the team to ensure staff understand and meet service level agreements in productivity, service, and quality metrics to provide exemplary customer interaction.
- You will provide the very best customer service experience for all employees with your knowledge in technology, resolving support requests, educating, and sharing knowledge with our workforce
- You will work with the team to improve efficiency by implementing new processes, and automation
- You will provide onsite leadership and coordination for extended IT teams, including security, IT support, and Networking.
- You will collaborate with global IT teams to ensure alignment with company-wide IT strategies and initiatives.
- You will act as the primary point of contact for AV/VC & event issues and escalations.
What we look for:
- 5+ years of experience leading advanced technical teams with customer-obsessed responsibilities
- Experience supporting AV/VC & event issues and escalations.
- Experience working on a high-volume ticketing system (+4000 PM)
- Experience working on a large-scale video conferencing system and deployment.
- Experience supporting customer IT needs within a global team supporting multiple regions and time zones
- Must have the necessary soft skills to work in a customer-facing environment:
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- Effective Communication: The ability to convey technical information clearly and understandably for non-technical users.
- Active Listening: Listening carefully to users’ issues and concerns to understand their needs fully.
- Patience: Remaining calm and patient, especially when dealing with users who may be frustrated or stressed due to technical issues.
- Empathy: Understanding and acknowledging users’ concerns and frustrations and showing compassion toward their situation.
Pay Range Transparency
Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks utilizes the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.
About Databricks
Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.
Benefits
At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks.
Our Commitment to Diversity and Inclusion
At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.
Compliance
If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.