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.

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