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IT Service Desk Manager - DoorDash

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Job Title
IT Service Desk Manager
Job Location
San Francisco, CA
Job Description

About the Team

The IT Service Desk is the face of IT, onboarding every employee, providing break/fix technical support, building self-service channels, automating routine tasks, and managing our global IT supply chain and logistics.

We move fast and have audacious goals, scaling to meet the demands of an enterprise that has grown more than 3x since 2019 while improving all aspects of our Service Desk operations.

About the Role

In this role, you’ll manage our Western US support region, building the future of our IT support services at all of our offices in that region and ensuring we have a sustainable model for providing support at all of our smaller locations.

This is an interdisciplinary role where you’ll own the personnel, the processes, the tools, and the vendors needed to delight IT customers throughout your region while addressing the needs for IT field services across regional boundaries.

You will report to the head of our Global IT Service Desk.

You’re excited about this opportunity because you will…

  • Build strong relationships with our IT stakeholders by anticipating their needs and delivering before they ask
  • Continuously improve IT customer satisfaction by building a deep understanding of our customers’ experience and executing a support strategy that exceeds their expectations
  • Establish clear, measurable expectations for your team and provide the tools and the environment they need to meet those expectations
  • Build creative models to provide in-person support across offices that vary from 25 seats to more than 1,000 while balancing resources to ensure we can meet support demand from anywhere in the world
  • Commit to inclusion both within your team and across functions, leading by example and ensuring everyone has a seat at the table and all voices are heard

We’re excited about you because…

  • You have 8+ years experience with at least 5 years managing in a service desk or contact center environment
  • You’ve managed a remote workforce
  • You put the customer first and have a clear perspective on how to measure and manage customer experience
  • You know how to make a compelling business case with clear ROI supported by data
  • You’re familiar with industry best practices and common ITSM tools, but you’re creative in developing iterative approaches to maturing IT services without having bespoke tools
  • You’ve scaled an IT operation, growing service reach through a combination of process, tooling, hiring, and sourcing

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

DoorDash Headquarters Location

San Francisco, CA

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DoorDash Company Size

Between 8,600 - 8,600 employees

DoorDash Founded Year

2013

DoorDash Total Amount Raised

$2,471,820,032

DoorDash Funding Rounds

View funding details
  • Series H

    $400,000,000 USD

  • Series G

    $100,000,000 USD

  • Series G

    $600,000,000 USD

  • Series F

    $400,000,000 USD

  • Series E

    $250,000,000 USD

  • Series D

    $535,000,000 USD

  • Series C

    $127,000,000 USD

  • Series B

    $40,000,000 USD

  • Series A

    $17,300,000 USD

  • Seed

    $2,400,000 USD

  • Pre Seed

    $120,000 USD