Head of Global IT Support

About The Role

As the Head of Global IT Support at Uber, you will lead the organization responsible for delivering a world-class technology experience to our 30,000+ employees across more than 300 global offices. Reporting to the Head of Digital Experience, this is a critical leadership role owning the strategy and execution for all end-user support services, including a dedicated executive support program, hardware lifecycle management, and enterprise application support.

You will oversee a massive-scale operation, including our Tier 1 and Tier 2 support teams that handle over 50,000 interactions monthly, our end-to-end hardware and accessory supply chain, mobile vendor management, and routine support for all corporate SaaS applications. This is a transformative role, and you will be empowered to drive significant efficiency gains by implementing innovative automation, modern tooling, and leveraging AI to eliminate manual toil and enhance user self-service capabilities.

This position requires a strategic leader with a deep background in IT Operations at scale, combined with a strong understanding of engineering and SaaS application ecosystems. You will be responsible for leading a large global team, managing a significant budget, and partnering with senior leaders across Uber to ensure our IT services are a key enabler of business productivity and innovation.

What The Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

• Lead a Global Operation: Direct and develop a globally distributed team of over 260 professionals responsible for IT support, hardware logistics, and application services. Set the vision, strategy, and operational roadmap to ensure a seamless and efficient technology experience for all Uber employees.
• Drive Operational Excellence: Manage and optimize our T1 and T2 support functions to consistently meet and exceed key performance indicators (KPIs) for our 50,000+ monthly support interactions.
• Deliver Premier Executive Support: Own and scale a white-glove, high-touch technology support program for Uber's senior leadership, ensuring rapid response, proactive engagement, and seamless resolution of all technical issues.
• Oversee End-to-End Supply Chain: Own the entire lifecycle of end-user hardware and accessories, including demand planning, procurement, imaging, deployment, asset management, and disposal.
• Innovate with Automation and AI: Act as a change agent by identifying and implementing opportunities to leverage automation, advanced tooling, and AI to reduce repetitive tasks, improve resolution times, and empower users with self-service solutions.
• Manage SaaS Application Support: Lead the team providing routine services and support for all of Uber's enterprise SaaS applications, ensuring reliability and user satisfaction.
• Strengthen Vendor Partnerships: Manage relationships, contracts, and performance of key technology vendors, including hardware suppliers and mobile service providers, to ensure value and service quality.
• Develop Data-Driven Strategy: Establish, monitor, and report on critical metrics (e.g., Customer Satisfaction, First Contact Resolution, Cost-per-Ticket, Asset Utilization) to measure the effectiveness of the organization and drive continuous improvement.
• Manage Stakeholder Relationships: Partner with leaders across Engineering, HR, Finance, and other business units to understand their needs, manage expectations, and ensure IT services are fully aligned with company-wide strategic objectives.
• Financial and Resource Planning: Develop and manage the annual budget for global IT support and supply chain, ensuring effective allocation of resources to meet strategic goals and operational demands.
  
  

Basic Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• 10+ years of experience in IT, with at least 5 years in a senior leadership role managing large, global IT operations teams.
• Proven track record of success managing IT support and service delivery functions at a similar scale (e.g., 10k+ employees in a fast-paced, technology-driven environment).
• Demonstrable experience managing a complex, end-to-end hardware supply chain and asset management function.
• Strong background in both IT Operations (ITIL or similar frameworks) and a solid understanding of engineering principles, SaaS application architecture, and integrations.
• Excellent communication, stakeholder management, and influencing skills, with the ability to articulate a clear vision and work effectively with both technical and non-technical senior leaders.
• A data-driven and metrics-oriented approach, with experience making decisions and driving strategy based on objective data.
  
  

Preferred Qualifications

• Expertise in administering and supporting enterprise collaboration tools, particularly Google Workspace, Slack, and Zoom.
• Experience developing and managing a white-glove executive/VIP support function.
• Direct experience implementing AI, chatbots, or significant automation initiatives within an IT support context.
• Experience with IT Service Management (ITSM) platforms such as ServiceNow or Jira Service Management.
• Advanced degree (e.g., MBA, M.S. in Information Systems).
• Experience managing multi-million dollar budgets and complex vendor contracts.
• Proven success in leading change management programs related to technology and process transformation.
• Ability to thrive in a fast-paced, dynamic environment where agility and innovation are paramount.
  
  

For New York, NY-based roles: The base salary range for this role is USD$241,000 per year - USD$268,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$241,000 per year - USD$268,000 per year. For Seattle, WA-based roles: The base salary range for this role is USD$241,000 per year - USD$268,000 per year. For Sunnyvale, CA-based roles: The base salary range for this role is USD$241,000 per year - USD$268,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber