IT Support Lead - Hybrid, Multi-Site Ops & Automation

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

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.