Sr. Manager, Global IT Support at Western Digital

San Jose, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Data StorageIndustries

Requirements

Forward-thinking leader with an engineering mindset and commitment to service excellence
Experience in automation, AI-enabled support (e.g., AI chatbots, agentic workflows), and self-service adoption
Ability to modernize IT support using Digital Employee Experience (DEX) platforms (e.g., Nexthink, Systrack), predictive analytics, and zero-touch onboarding toward a zero-service desk model
Expertise in leading global 24x7 IT support operations for large-scale organizations (over 40,000 employees)
Skills in managing third-party managed service providers and vendor partnerships
Capability to collaborate with senior stakeholders and executives

Responsibilities

Lead, coach, and develop global IT support teams, including global service desk, deskside support, AV/conference rooms support, large-scale live events, and C-Suite support
Drive a culture of proactive support, automation, and continuous improvement
Manage staffing, performance, and development for 24x7 global operations
Deliver high-touch C-Suite and VIP support with personalized, seamless service
Oversee end-to-end IT support ecosystem across regions, ensuring SLAs, KPIs, and customer satisfaction targets are met
Own Tier 1/2 incident and service request delivery via phone, chat, email, and walk-ups, with high first call/level resolution and shift-left adoption
Manage third-party managed service providers and vendor partnerships for high performance and accountability
Develop real-time and predictive dashboards for incident volumes, service health, and DEX metrics
Champion zero-service desk approach by implementing/optimizing AI chatbots, self-healing workflows, ticket deflection via self-service knowledge base, and automation
Leverage DEX platforms for proactive device health monitoring, incident prevention, and experience scoring
Apply predictive analytics to identify emerging IT issues before user impact
Support and enhance global conference rooms, hybrid collaboration technology, and large-scale live events
Define, measure, and improve operational metrics, SLAs, KPIs, and customer satisfaction scores (CSAT)

Skills

IT Support

Service Desk

Automation

AI Chatbots

Predictive Analytics

Digital Employee Experience (DEX)

Agentic Workflows

Zero-Touch Onboarding

Global IT Operations

End-User Services

Western Digital

Provides data storage solutions and services

About Western Digital

Western Digital provides a variety of data storage solutions, including Network Attached Storage (NAS), Storage Area Network (SAN), private cloud, and hyper-converged infrastructure. Their products are designed to help businesses manage and store data efficiently and reliably. For example, their all-flash arrays are optimized for high input/output applications, while the JetStor brand offers cost-effective NAS and SAN arrays that support multiple host ports for improved performance. What sets Western Digital apart from its competitors is its extensive experience in the data storage market and its ability to cater to a wide range of clients, from large corporations to small businesses. The company's goal is to deliver high-value storage solutions that meet the diverse needs of its customers, ensuring they have the tools necessary for effective data management.

San Jose, CaliforniaHeadquarters

2014Year Founded

$927.9MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Paid sick leave & vacation time

Medical/dental/vision insurance

Life, accident, & disability insurance

Tax-advantaged flexible spending and health savings accounts

Employee assistance program

Tuition reimbursement

Employee stock purchase plan

Western Digital Savings 401(k) Plan

Risks

Seagate's HAMR technology may outperform Western Digital's ePMR in high-capacity HDDs.

Toshiba's HAMR and MAMR technologies intensify competition in the storage market.

Focus on consumer products may neglect enterprise client needs, risking market share.

Differentiation

Western Digital leads in high-capacity HDDs with 32TB UltraSMR and ePMR technology.

The company offers diverse storage solutions, including NAS, SAN, and private cloud.

Western Digital's SanDisk and WD_BLACK brands target creators and gamers effectively.

Upsides

Growing demand for high-capacity storage driven by AI and data-intensive applications.

Recent product launches cater to the expanding gaming and content creation markets.

Advancements in ePMR technology enhance Western Digital's competitive edge in HDDs.

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