Senior Manager - AV Support

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:

• • 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.

Required Experience:

Senior Manager