Sr. Manager, Global IT Support at Western Digital

San Jose, California, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Jan, 26

Salary

0.0

Posted On

23 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Leadership, Automation, AI Technologies, Predictive Analytics, Digital Employee Experience, Service Excellence, Incident Management, Change Management, Problem Management, Collaboration Tools, AV Systems, Customer Satisfaction, Vendor Management, Process Innovation, Coaching

Industry

Computer Hardware Manufacturing

Description

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 roadmap by advocating for employee experience, automation, and AI adoption. Qualifications Qualifications: Bachelor’s degree in information technology, Computer Science, or related field (Master’s preferred). 10+ years in IT support, with at least 5+ years managing global, multi-region support operations. ITIL v4 certification. Certifications in DEX platforms, ServiceNow, Microsoft (Intune, M365), or automation frameworks are preferred. Prior experience in large, complex enterprises (technology or manufacturing industry preferred). Exposure to emerging AI technologies and agentic workflows for IT support. Proven success in modern IT support methodologies (shift-left, automation, AI-driven support, zero-touch provisioning). Deep experience with ITSM platforms (ServiceNow preferred) and ITIL processes. Hands-on knowledge of: Windows, Mac OS, Active Directory, O365, Intune, Jamf, SCCM, Cisco conferencing systems Identity and Access Management (IAM), hybrid AD, SSO/MFA foundations DEX tools (Nexthink, Systrack, etc.) AI/automation platforms – agentic workflows, chatbots, LLM-based assistants Strong foundation in enterprise networking basics, AV systems, and collaboration tools. Leadership & Business Skills Exceptional leadership, people management, and coaching skills; proven success leading global, multicultural teams. Strong ability to communicate at the executive level, simplifying technical complexity for C-Suite audiences. Track record of delivering high customer satisfaction (CSAT), proactive support outcomes, and measurable business value. Experience managing large-scale events, all-hands, and AV collaboration environments. Excellent stakeholder management, vendor/partner management, and contract governance skills. Ability to drive process innovation and change management across a global enterprise. Mindset & Attributes Thinks like an engineering leader – proactive, analytical, and innovation-driven. Strong problem-solving, decision-making, and predictive thinking skills. A change agent who challenges the status quo and drives adoption of modern, AI-enabled support. Results-oriented, energetic, and passionate about delivering world-class employee experience. Additional Information Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the "Know Your Rights: Workplace Discrimination is Illegal” poster. Our pay transparency policy is available here. Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution. Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [email protected] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying. Based on our experience, we anticipate that the application deadline will be 1/22/2026 (3 months from posting), although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from this role before the application deadline, we will update this posting with a new anticipated application #LI-AS1 Compensation & Benefits Details An employee’s pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs. The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future. If your position is non-exempt, you are eligible for overtime pay pursuant to company policy and applicable laws. You may also be eligible for shift differential pay, depending on the shift to which you are assigned. You will be eligible to be considered for bonuses under either Western Digital’s Short Term Incentive Plan (“STI Plan”) or the Sales Incentive Plan (“SIP”) which provides incentive awards based on Company and individual performance, depending on your role and your performance. You may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Western Digital’s Standard Terms and Conditions for Restricted Stock Unit Awards. We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program; employee stock purchase plan; and the Western Digital Savings 401(k) Plan. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. Notice To Candidates: Please be aware that Western Digital and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to Western Digital Ethics Helpline or email [email protected].

Responsibilities

The Senior Manager, Global IT Support will oversee and enhance global IT support operations, ensuring seamless support experiences for over 40,000 employees. This role focuses on modernizing IT support through automation, AI-enabled support, and self-service adoption.