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
- Lead, coach, and inspire regional support teams to ensure technical excellence and proactive problem-solving
- Implement AI-powered tools and digital transformation initiatives to improve support efficiency, quality, and user satisfaction
- Define, measure, and optimize key performance indicators for IT support services
- Collaborate with cross-functional teams to ensure secure, seamless, and high-impact support experiences
- Own the IT Support roadmap, ensuring scalability, reliability, and alignment with business priorities
Requirements
- A minimum of 12 years of experience in IT Support or Service Management, including at least 6 years in leadership roles managing global or multi-site teams within high-growth, complex environments.
- Proven success in 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.
- Experience in building and scaling IT support functions to meet the needs of a fast-growing, distributed workforce and operations, with a focus on delivering seamless, automated, and data-driven employee experiences.
- Ability to lead, coach, and inspire regional support teams to operate with accountability, curiosity, and technical excellence, fostering a culture of continuous improvement and proactive problem-solving.
- Experience in accelerating digital transformation of IT service operations through the implementation of AI-powered tools such as virtual agents, intelligent routing, knowledge mining, and predictive analytics to improve efficiency, quality, and user satisfaction.
- Ability to define, measure, and optimize key performance indicators such as first-contact resolution, customer satisfaction, and automation coverage, and to shape the future of IT service delivery.
- Strong collaboration skills to work effectively with Engineering, Security, HR, and other cross-functional teams to ensure a frictionless, secure, and high-impact support experience for all employees.
- Experience owning the Technology services and IT Support roadmap, ensuring scalability, reliability, and alignment with business priorities, growth trajectory, and operational excellence.
Benefits & Perks
Compensation/salary range: 174K-252K per year, plus annual bonus and equity compensation
Work schedule: Not specified
Work environment perks: Opportunities for digital transformation, AI-powered tools, and a collaborative, high-performance culture
Additional benefits: Equity compensation, annual bonus, and benefits
Ready to Apply?
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