Head of Global It Support

at Airbnb
USD 154,000-192,000 per year
SENIOR
✅ Remote

SCRAPED

Used Tools & Technologies

Not specified

Required Skills & Competences ?

Hiring @ 4 Leadership @ 4

Details

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Responsibilities

  • Oversee varying managed services, procurement specialists, and inventory/logistics experts.
  • Partner with cross-functional peers to ensure operational excellence in supporting Airbnb employees.
  • Utilize leadership and technical expertise to guide and enable a team of talented Support Engineers.
  • Work closely with the wider IT Leadership Team to ensure team and processes scale as Airbnb expands.
  • Recruit, onboard, and develop talented Support Engineers.
  • Represent the department cross-functionally.
  • Lead a global team of IT Support Engineers, including hiring, performance management, and career development.
  • Monitor global service-level metrics and response times, redirecting team operations as needed.
  • Report on the health of services globally.
  • Design and execute projects to improve support operations.
  • Develop, communicate, and execute a global technical roadmap, aligning immediate and long-term goals.
  • Instill a culture of trust and collaboration within the team and cross-functionally.
  • Establish standards for quality and operational excellence for products and services.
  • Ensure accountability for deliverables and performance.
  • Oversee hardware and software purchasing globally, including new employee onboarding technology setup.
  • Ensure maintenance of accurate asset management records.
  • Support Airbnb employees in resolving problems with IT, AV, and Communications systems.
  • Collaborate with AirSupport Managers globally to align processes, adopt best practices, and foster innovation.

Requirements

  • Minimum of five years of experience in managing technical service operations and support teams.
  • Bachelor’s Degree in Computer Science or a related field.
  • Superior leadership skills with ability to manage and develop a diverse, possibly international team.
  • Strong problem-solving skills to reduce friction with technology for team and customers.
  • Strong Apple technology knowledge and experience.
  • Experience with purchasing, inventory management, and budgeting.
  • Sound knowledge of information and communications technology fundamentals.
  • Ability to prioritize and execute complex team projects while maintaining quality.
  • Ability to learn and adapt quickly.
  • Embraces feedback and iteration.
  • Ability to travel approximately 10-20%.

Location and Work Policy

  • US - Remote Eligible.
  • Must reside in a US state where Airbnb has a registered entity.
  • Occasional office or offsite work as agreed with manager.

Benefits

  • Base pay range: $154,000 — $192,000 USD.
  • Eligibility for bonus, equity, benefits, and Employee Travel Credits.

Commitment

  • Airbnb is committed to inclusion, encouraging applications from a diverse talent pool.
  • Disability accommodations available upon request.