Sr. Manager, Global IT Support

Company Description

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that—our technology helped people put a man on the moon and capture the first-ever picture of a black hole.

We offer an expansive portfolio of technologies, HDDs, and platforms for business, creative professionals, and consumers alike under our Western Digital®, WD®, WD_BLACK™ Professional brands.

We are a key partner to some of the largest and highest-growth organizations in the world. From enabling systems to make cities safer and more connected, to powering the data centers behind many of the world’s biggest companies and hyperscale cloud providers, to meeting the massive and ever-growing data storage needs of the AI era, Western Digital is fueling a brighter, smarter future.

Today’s exceptional challenges require your unique skills. Together, we can build the future of data storage.

Job Description

We are seeking a Senior Manager, Global IT Support, to join our Global IT Support and End-User Services team. This position will oversee and enhance our global IT support operations, delivering seamless, proactive, and modern support experiences to over 40,000 employees worldwide. The role demands a forward-thinking leader who blends an engineering mindset with a commitment to service excellence, focusing on automation, AI-enabled support, and self-service adoption to create a world-class employee experience.

The ideal candidate will be a change agent who modernizes IT support beyond traditional service desk methods by utilizing Digital Employee Experience (DEX) platforms, predictive analytics, AI chatbots, agentic workflows, and zero-touch onboarding to attain a zero-service desk model. This leader will ensure that global support operations deliver exceptional customer satisfaction, dependability, and innovation, while collaborating with senior stakeholders and executives. 

Essential Duties and Responsibilities:

Leadership & Team Management

• Lead, coach, and develop global IT support teams, encompassing global service desk, deskside support, AV/conference rooms support, large-scale live events, and C-Suite support.
• Drive a culture of proactive support, automation, and continuous improvement.
• Manage staffing, performance, and development for a 24x7 global operation.
• Deliver high-touch C-Suite and VIP support, ensuring executive users receive personalized, seamless service.

Operational Oversight

• Oversee the end-to-end IT support ecosystem across regions, ensuring SLAs, KPIs, and customer satisfaction targets are consistently met.
• Own Tier 1/2 incident and service request delivery via phone, chat, email, and walk-ups, ensuring high first call/level resolution and shift-left adoption.
• Manage third-party managed service providers and vendor partnerships to ensure high performance and accountability.
• Develop real-time and predictive dashboards for incident volumes, service health, and DEX metrics.

Modern IT Support & Innovation

• Champion a zero-service desk approach by implementing and optimizing AI chatbots, self-healing workflows, ticket deflection through a robust self-service knowledge base, and automation.
• Leverage DEX platforms (e.g., Nexthink, Systrack) for proactive device health monitoring, incident prevention, and experience scoring.
• Apply predictive analytics to identify emerging IT issues before they impact users.
• Support and enhance global conference rooms, hybrid collaboration technology, and large-scale live events.

Process & Service Excellence

• Define, measure, and improve operational metrics, SLAs, KPIs, and customer satisfaction scores (CSAT).
• Contribute to the incident/problem lifecycle, driving permanent fixes instead of recurring workarounds.
• Continuously refine ITIL-aligned processes (Incident, Change, Problem, Request, Knowledge) for scale and agility.
• Ensure seamless onboarding experience for new hires with zero-touch provisioning, access management, and collaboration readiness.
• Maintain updated technical documentation, user guides, and knowledge bases.

Strategic Planning & Stakeholder Engagement

• Partner with IT leadership and business stakeholders to align IT support strategies with Western Digital’s digital transformation and growth goals.
• Communicate service health, major incident updates, and key metrics to executive and C-Suite stakeholders.
• Influence the IT