Head of Global IT Support

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

We bridge the gap between traditional IT support and evolving business needs through consultation and innovation, enabling teams to utilize technology effectively and frictionlessly to enhance productivity. AirSupport removes friction from the technology used by Airbnb by providing world-class IT support. We also proactively improve IT technology, documentation, systems, and processes. Our team is looking to hire a Head of Global IT to lead our IT Support Engineers (aka, AirSupport) across all regions. You will be responsible for the overall planning, organizing, and execution of all IT Support functions globally, with a significant contribution to global processes.

The Difference You Will Make:

You will be responsible for the overall planning, organizing, and execution of all IT Support functions globally, with significant contributions to global processes. This includes directing all IT Support operations to meet Airbnb business requirements, as well as the support and maintenance of existing applications and the development of new technical solutions. You will lead a diverse team of IT Analysts and IT Engineers providing direct end-user support and carrying out specific support improvement projects.

A Typical Day: 

• Oversee varying managed services, procurement specialists, and inventory/logistics experts.
• Partner with cross-functional peers to ensure operational excellence in supporting Airbnb employees.
• Utilize your leadership and technical expertise to guide and enable our team of talented Support Engineers.
• Work closely with the wider IT Leadership Team to ensure our team and processes scale as Airbnb expands.
• Recruit, onboard, and develop talented Support Engineers.
• Represent the department cross-functionally.
• Lead a global team of IT Support Engineers, including hiring, performance management, and career development.
• Monitor global service-level metrics and response times, redirecting team operations as needed.
• Report on the health of your services globally.
• Design and execute projects to improve support operations.
• Develop, communicate, and execute a global technical roadmap, aligning immediate and long-term goals.
• Instill a culture of trust and collaboration within the team and cross-functionally.
• Establish standards for quality and operational excellence for products and services.
• Ensure accountability for deliverables and performance.
• Oversee hardware and software purchasing (including new employee onboarding technology setup) globally.
• Ensure maintenance of accurate asset management records.
• Support Airbnb employees in resolving problems with IT, AV, and Communications systems.
• Collaborate with AirSupport Managers globally to align processes, adopt best practices, and foster innovation.

Your Expertise:

• 7+ years of experience in managing technical service operations and support teams on a global scale.
• Bachelor’s Degree in Computer Science or a related field.
• Superior leadership skills with proven ability to effectively manage and develop a diverse team of people (a large and/or international team), and facilitate effective cross-cultural business interaction.
• Natural problem solver who enjoys identifying ways to make your team and customers have less friction with technology.
• Strong Apple technology knowledge and experience.
• Experience with purchasing, inventory management, and budgeting.
• Sound knowledge of information and communications technology fundamentals.
• Ability to prioritize and execute complex team projects while maintaining quality.
• Ability to learn and adapt quickly.
• Embraces feedback and iteration.
• Must be able to travel approximately 10-20%. 

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please