Head of Global It Support

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.