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 distributed workforce and operations.
- Lead, coach, and inspire regional support teams to ensure technical excellence and continuous improvement.
- Implement AI-powered tools and automation to enhance IT service efficiency, quality, and user satisfaction.
- Define, measure, and optimize key performance indicators for IT support services.
- Collaborate with cross-functional teams to ensure a secure, seamless, and high-impact support experience.
- Own the IT Support roadmap, ensuring scalability, reliability, and alignment with business priorities.
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 e.g., 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
Base salary range: 174K-252K per year
Annual bonus
Equity compensation
Hybrid work environment with in-office presence at least 3 days per week
Commitment to safety policies
Reasonable accommodations for individuals with disabilities
Ready to Apply?
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