Manager I, IT Support

The Enterprise IT Support team is a globally distributed group that supports Datadog employees from day one and throughout their time at the company. In this role, you will hire, develop, and manage a team of Enterprise IT Support Technicians delivering high-touch, white-glove support with a focus on proactive and prompt service. You’ll set clear expectations, measure performance through service levels and operational metrics, and act as an escalation point for complex or high-impact issues. You’ll also partner closely with cross-functional stakeholders to continuously improve the services, tooling, and standards that power employee productivity across the business.

At Datadog, we place value in our office culture - the relationships that it builds, the creativity it brings to the table, and the collaboration of being together. We operate as a hybrid workplace to ensure our employees can create a work-life harmony that best fits them.

What You’ll Do:

• Hire, Coach, And Develop The Team: Recruit, onboard, mentor, and manage Enterprise IT Support Technicians, supporting growth and career development.
• Drive Performance To Operational Targets: Hold the team accountable to SLOs and KPIs to ensure fast, accurate, and consistent end-user support.
• Own Policies, Standards, And Procedures: Create, maintain, and improve support processes, documentation, and operational playbooks.
• Scale End-User Self-Service: Build and promote programs, tooling, and knowledge resources that increase self-service adoption and reduce repeat issues.
• Serve As An Escalation Point: Triage and resolve complex support issues, coordinating with internal partners and vendors when needed.
• Improve Global Support Experience: Partner with stakeholders across Datadog to identify trends, reduce friction, and continuously improve support services.
  

Who You Are:

• People Manager Experience: You have experience managing an IT support team in an organization of 1,000+ employees.
• Endpoint And OS Support Background: You’ve supported large fleets across macOS, iOS, ChromeOS, Windows, and Linux environments.
• Metrics-Driven Operator: You can use quantitative performance management (e.g., SLOs, KPIs) to improve outcomes and coach effectively.
• Strong Communicator: You communicate clearly and professionally in writing and verbally with both technical and non-technical partners.
• Customer-First Leader: You love helping people and set a high bar for thoughtful, high-touch employee support.
  Distributed, Fast-Paced Collaboration: You’ve worked effectively across time zones in a high-growth, distributed environment.

Datadog values people from all walks of life. We know not everyone will meet all the above qualifications on day one. That’s okay. If you’re passionate about technology and want to grow your experience, we encourage you to apply. 

Benefits and Growth:

• Product training to develop an in-depth understanding of our product and space
• Continuous career development and pathing opportunities for internal mobility 
• Intradepartmental mentor and buddy program for in-house networking 
• An inclusive company culture, ability to join our Community Guilds (Datadog employee resource groups)
• New hire stock equity (RSUs) and employee stock purchase plan
• Free global mental health benefit through Spring Health 
• Generous global benefits

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

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