Job Description
The role involves leading and transforming Aurora's IT support functions by implementing AI and automation, managing global support teams, and driving digital modernization to enhance employee experience and operational efficiency.
Key Responsibilities
- Build and scale the IT Support function to support a growing, distributed workforce and operations.
- Lead, coach, and inspire regional support teams to ensure accountability, technical excellence, and continuous improvement.
- Implement AI-powered tools and automation to enhance the efficiency, quality, and user satisfaction of IT service operations.
- Define, measure, and optimize key performance indicators such as first-contact resolution, customer satisfaction, and automation coverage.
- Collaborate with cross-functional teams to ensure a secure, seamless, and high-impact support experience for employees.
- Own the IT Support roadmap, ensuring scalability, reliability, and alignment with business priorities and growth.
Requirements
- 12 years of experience in IT Support or Service Management, including 6 years in leadership roles managing global or multi-site teams within high-growth, complex environments.
- Proven success driving large-scale service transformations and digital modernization initiatives, ideally integrating AI, automation, and analytics into support operations.
- Strong command of IT service delivery best practices and frameworks such as ITIL, with a focus on measurable improvement and customer experience.
- Proven ability to attract, develop, and retain top talent, building diverse, high-performing teams that deliver impact at scale.
- Strategic thinker and operator, comfortable balancing long-term vision with tactical execution and thoughtful change management.
- Exceptional communicator and collaborator, able to influence senior leaders, align cross-functional priorities, and champion a customer-obsessed mindset across the organization.
Benefits & Perks
Compensation/salary range: 157K-227K per year
Annual bonus
Equity compensation
Benefits
Ready to Apply?
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