IT Support Lead

MongoDB Inc.; New York (NY); Hybrid; USD 70,000 - 145,000; Full time

Job summary

MongoDB Inc. is seeking an experienced IT leader to guide strategic IT operations across the Americas, including NYC HQ, Austin, SF, and Palo Alto. You will manage a hybrid team of 15-20 L2/L3 leads, align with executives, and optimize budgets and cloud costs.

You will own incident management, set service standards, and advance automation and data-driven decision making to improve service delivery and office deployments.

Qualifications

• 5+ years in corporate IT leadership or infrastructure operations.
• Experience leading distributed multi-site teams across Americas.
• Proven ability to partner with EAs, Workplace/Facilities, and executives for high-priority events.
• Strong leadership during outages and high-pressure deployments.
• Hands-on with Jira, Zendesk, Meraki/Aruba, and cloud/SaaS environments.
• Track record of using CSAT, MTTR, FTTR targets and SLA tracking.

Responsibilities

• Strategic IT leadership and stakeholder alignment across multiple sites.
• Lead a hybrid team of 15-20 IT leads and specialists.
• Own incident management as escalation point and drive KPIs (CSAT, MTTR, FTTR).
• Drive automation and reporting to improve ticketing and capacity planning.
• Ensure governance, compliance, and secure IT environments.

Skills

Strategic leadership

People leadership

Budget management

Vendor negotiation

IT service management

Data-driven decision making

Tools

Jira

Zendesk

Meraki

Aruba

ITSM

Job description

What You’ll Do

• Strategic IT leadership & stakeholder alignment. Partner with business leaders, Executive Assistants (EAs), Workplace/Facilities, and Audio/Visual (AV) teams to translate organizational needs into seamless IT solutions. Manage regional IT budgets, optimize cloud costs (FinOps), negotiate vendor contracts, and drive multi-site hybrid work
• People leadership & operational rigor. Hire, mentor, and direct a hybrid team of ~15-20 L2/L3 IT support leads and specialists across multiple Americas offices (NYC HQ, Austin, SF, Palo Alto). Establish systems of record and operational workflows using Jira and the ITSM ticketing system to streamline ticketing, project tracking, and lifecycle management. Requires up to 5-10% travel and availability for after-hours escalation management during major operational incidents or critical office deployments
• Incident management & service standards. Serve as the primary escalation point for major operational outages. Enforce quantifiable KPIs, including Customer Satisfaction (CSAT), Mean Time to Resolution (MTTR), and First Time Fix Rate (FTTR), through trend analysis and Root Cause Analysis (RCA).
• Practical automation & operational reporting. Integrate standard workflow automation tools and practical AI capabilities into daily IT service delivery. Use ticketing data and operational metrics to make data-driven decisions on capacity planning, service scaling, and office tech deployments
• Baseline risk management & asset governance. Ensure corporate infrastructure adheres to baseline compliance, hardware lifecycle standards, and access management best practices, delivering secure and productive environments for all employees

What We’re Looking For

• 6+ years in corporate IT support, networking, or infrastructure operations, with 2+ years leading distributed, multi-site teams (~10-20 direct reports and team members) across Americas headquarters and regional locations
• Proven ability to partner directly with Executive Assistants, Workplace/Facilities, AV engineers, and senior executives to support high-priority events, office deployments, and daily operations
• Demonstrated success coaching and mentoring L2/L3 support personnel across both local HQ and remote/hybrid team settings
• Calm, empathetic, and decisive leadership during major network/system outages and high-pressure event execution
• Hands‑on experience with enterprise ticketing and task systems (Jira, Zendesk), wireless/switching infrastructure (Meraki, Aruba), and managing cloud identity and SaaS tool environments
• Strong track record of using support metrics, CSAT surveys, MTTR/FTTR targets, and SLA tracking to raise support quality
• Experience implementing practical automation and system integration that reduces repetitive work for the team and improves ticketing efficiency

Things We Love (Preferred Qualifications)

• Previous experience managing infrastructure in enterprise SaaS, developer tools, or cloud database companies
• Familiarity with End-User IT technologies (GAM/IAM tooling/MDM) or Agile/Project Management practices
• Strong learning agility and a passion for continuous education in emerging tech (AI, IoT, edge computing)
• Proven track record in IT vendor management and driving hands‑on operational improvements

First 6-12 Month Outcomes

• Regional Service Reliability: Standardize L2/L3 support workflows across NYC HQ, Austin, SF, and Palo Alto to achieve a >95% CSAT and reduce Mean Time to Resolution (MTTR) by 20%
• Practical Automation: Identify and automate top repetitive manual onboarding and ticketing tasks, eliminating manual overhead for support specialists
• Team Leadership & SLA Tracking: Establish clear operational KPIs, coaching direct reports to maintain seamless cross‑functional alignment with Executive Assistants and Workplace teams

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi‑cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including AI‑native startups and approximately 75% of the Fortune 100, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB’s base salary range for this role in the U.S. is:

$70,000-$145,000 USD