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.
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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's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.
Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.