Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.
Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.
About the role:
We are a dynamic and global organization supporting 3,500 employees across multiple locations. Our IT Support Team is the backbone of our operations, ensuring seamless technology experiences for employees worldwide. With team members in Bangalore, Taiwan, Manila, and Santa Clara, we are committed to providing world-class IT support to empower our workforce.
We are seeking a highly motivated and experienced IT Support Team Manager to lead a talented team of 8-13 professionals spread across four global locations. The ideal candidate will have a proven track record of managing diverse, geographically distributed teams and delivering exceptional IT support. One important IT priority this role will be driving is automation and driving self-help solutions to our growing population of end users. The IT support lead should serve as the technical expert who helps the team grow in their expertise. Additionally, this position will require interfacing with organizations to quickly address/triage high priority items. This role requires strategic thinking, excellent communication, and the ability to drive continuous improvement.
Responsibilities:
- Team Leadership and Management:
Lead, mentor, and inspire a global team of 8-13 IT support professionals.
Foster a collaborative and inclusive team culture that aligns with organizational values.
Set clear performance expectations, conduct regular evaluations, and provide professional development opportunities. - IT Support Operations:
Oversee day-to-day IT support operations to ensure timely and effective resolution of technical issues.
Monitor and manage service-level agreements (SLAs) to deliver consistent, high-quality support.
Develop and implement strategies to improve support processes and reduce ticket resolution times. - Stakeholder Engagement:
Collaborate with key stakeholders to understand business needs and align IT support services accordingly.
Act as the primary point of contact for escalations and ensure satisfactory resolution of critical issues. - Global Coordination:
Ensure effective coordination and communication across the four locations (Bangalore, Taiwan, Manila, and Santa Clara).
Address regional challenges while maintaining a unified approach to IT support. - Continuous Improvement:
Identify trends, recurring issues, and opportunities for process optimization.
Implement innovative solutions to enhance employee satisfaction with IT services. - Budget and Resource Management:
Manage team budgets, tools, and resources effectively.
Evaluate and recommend technologies to enhance team productivity and support capabilities.
Help enable post-sales activity for your accounts through strong relationship-building, platform knowledge, planning, and execution - Ongoing support of new sales and retention functions within existing customers
- Establish the "voice of the customer” through clear and concise feedback that helps Netskope align to customers and improve their platform
Requirements/Qualifications:
- 7+ years of experience in IT support, with at least 3 years in a management or leadership role.
- Proven experience managing geographically distributed teams.
- Strong leadership and interpersonal skills
- Excellent problem-solving and decision-making abilities
- Familiarity with IT Service Management tools and methodologies (e.g. ITIL).
- Ability to communicate effectively with technical and non-technical stakeholders.
- Aptitude for innovation and experience using AI tools to enhance IT support.
- Experience working with JIRA ticketing systems, JSM for Asset Inventory, Confluence.
- Experience supporting organizations with over 3,000 employees.
- Knowledge of emerging IT support technologies and best practices, especially use of AI to drive self-help for end users.
- Experience working with Agile environments.
- ITIL certification or equivalent is a plus.
- Ability to travel 10% of the time (destinations might include Taiwan, the Philippines and California HQ).
Education:
- Bachelor's degree (BSc in Information Technology, Computer Science or equivalent) preferred
Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.
Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.
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What We Do
Netskope, the SASE leader, safely and quickly connects users directly to the internet, any application, and their infrastructure from any device, on or off the network. With CASB, SWG, and ZTNA built natively in a single platform, the Netskope Security Cloud provides the most granular context, via patented technology, to enable conditional access and user awareness while enforcing zero trust principles across data protection and threat prevention everywhere. Unlike others who force tradeoffs between security and networking, Netskope’s global security private cloud provides full compute capabilities at the edge.
Netskope is fast everywhere, data-centric, and cloud-smart, all while enabling good digital citizenship and providing a lower total-cost-of-ownership.
