Director, IT jobs in United States
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MongoDB · 5 months ago

Director, IT

positionNew York City
timeFull-time
remoteOnsite
seniorityDirector/Executive
money$95K/yr - $187K/yr
date8+ years exp

MongoDB is a company focused on empowering innovators through software and data. They are seeking a Director of Global Support to lead the global support team, ensuring efficient operations and enhancing user experience while driving continuous improvement across the organization.

Cloud ComputingDatabaseOpen SourceSaaSSoftware
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Growth Opportunities
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H1B Sponsor Likelynote

Responsibilities

Lead and manage globally distributed teams, including Triage team, L2 support, and AV&C teams, ensuring high performance and alignment with GET objectives
Motivate and inspire team members, fostering a culture of innovation, collaboration, and data-driven decision-making
Work closely with the Senior Director of GET and pillar leaders (Asset Management, GET Engineering) to align support strategies with overall GET goals
Continually develop, evaluate, and provide effective training and development programs for the Global Support team to improve technical skillsets and customer service skills
Develop and implement strategic plans to optimize global support operations, enhance user experience, and improve service delivery
Identify and implement innovative solutions to automate processes, improve workflows, and enhance support capabilities using shift-left principles
Continuous improvement mindset; proactively evaluate and enhance support processes to ensure efficiency and effectiveness
Collaborate with the Operations Senior Manager and GET Engineering to implement and enforce ITIL best practices related to incident management, change management, problem management, and continuous improvement
Ensure timely and effective resolution of incidents and problems, minimizing impact on business operations
Develop and implement team-specific metrics and KPIs to complement the Standardized TechOps Reporting Metrics (STORM)
Utilize data to analyze performance, identify trends, and drive improvements in support services
Provide regular reports and insights to senior leadership on support performance and initiatives
Work closely with the Senior Director of GET and the Asset Management Senior Manager to manage the global support budget effectively
Ensure optimal allocation of resources and demonstrate a strong return on investment for support activities
Ensure IT support operations adhere to global security standards and data privacy regulations (ie SOC2, GDPR, ISO27001)
Collaborate with the InfoSec team to implement and support security measures to improve IT’s security posture

Qualification

ITIL best practicesGlobal IT Support managementStrategic planningBudget managementMetricsKPIsData-driven mindsetCommunicationCollaboration skillsLeadership skills

Required

Bachelor's degree in Business Administration, Information Technology, or a related field or equivalent experience
8+ years of experience managing Global IT Support teams
Proven experience in leading and managing global support teams
Strong understanding of ITIL best practices and service management principles
Demonstrated ability to develop and implement strategic plans and drive innovation
Experience in developing and utilizing metrics and KPIs to measure performance and drive improvements
Excellent communication, collaboration, and leadership skills
Data-driven and results-oriented mindset
Budget management experience

Preferred

Experience successfully implementing a VIP Support function

Benefits

Equity
Participation in the employee stock purchase program
Flexible paid time off
20 weeks fully-paid gender-neutral parental leave
Fertility and adoption assistance
401(k) plan
Mental health counseling
Access to transgender-inclusive health insurance coverage
Health benefits offerings

Company

MongoDB

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MongoDB is a next-generation database that helps businesses transform their industries by harnessing the power of data.
dateFounded in 2007
location
New York, New York, USA
people-size5001-10000 employees
web-link
https://www.mongodb.com/

H1B Sponsorship

MongoDB has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (159)
2024 (150)
2023 (133)
2022 (79)
2021 (51)
2020 (30)

Funding

Current Stage
Public Company
Total Funding
$311M
Key Investors
SalesforceEquityZenT. Rowe Price
2024-11-14Post Ipo Equity
2024-10-16Post Ipo Debt
2018-03-06Post Ipo Equity

Leadership Team

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Jim Scharf
Chief Technology Officer
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Ronnen Miller
SVP, Global Technical Services

Recent News

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2026-01-06
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Company data provided by crunchbase