Head of IT Support at MongoDB

This enterprise leadership role is designed for a strategic IT professional with at least 8 years of experience managing global support teams. The ideal candidate isn't just a traditional IT manager; they are an "AI-first" leader who has successfully implemented agentic AI, chatbots, and NLP solutions to automate service desks and improve case deflection. You should have a deep background in ITIL frameworks and be comfortable overseeing L2, Triage, and AV/Executive support teams. The position offers a competitive salary range of $95,000–$187,000, bolstered by comprehensive benefits including equity, an employee stock purchase program, and 20 weeks of gender-neutral parental leave. While the role is on-site in Palo Alto, it provides the chance to spearhead a global "shift-left" strategy at a major database platform that is currently redefining itself for the AI era. **You might be a good fit if you...** * Have a proven track record of using AI to scale global support operations and improve CSAT. * Are an expert in ITIL workflows and integrating them with modern automation tools. * Thrive in a data-driven environment where you design KPIs to measure predictive analytics and operational excellence. * Are local to or willing to commute to Palo Alto for an on-site leadership presence.