Senior Manager, IT Support Engineering

Box • Redwood City, CA

16h • Hybrid

About The Position

At Box, delivering a great employee experience is foundational to how we operate and scale. IT Support is one of the most visible and trusted touchpoints employees have with IT, and as Box continues to grow globally, the expectations for fast, reliable, and thoughtful support continue to rise.
We are seeking a Senior Manager, IT Support to lead our HQ and regional IT Support teams in Redwood City. In this role, you will be responsible for the operational excellence, people leadership, and evolution of end user support at Box. You will help shift the organization from reactive support to proactive, insight-driven service delivery, while preparing the team to take advantage of automation and AI-enabled support experiences.
This is a highly visible leadership role that partners closely with teams across IT, Workplace Services, People, Security, and the broader business.

Requirements

• We are an AI-first company. This means you approach your work with a growth mindset and actively look for ways to leverage AI, automation, and data to make faster, smarter decisions and significantly increase your impact.
• Experienced people leader with a track record of hiring, coaching, and managing high-performing IT support or end user services teams.
• Strong operational leader who can balance day-to-day execution with longer-term service improvement and strategy.
• Deep understanding of enterprise IT support models, including executive support and global service delivery.
• Proven ability to partner cross-functionally and influence without authority in complex organizations.
• Data-driven and customer-focused, using metrics and feedback to guide decisions and improve outcomes.
• Comfortable operating in high-visibility environments where trust, responsiveness, and communication are critical.
• Excellent communicator who can clearly articulate priorities, expectations, and changes to both technical and non-technical audiences.

Nice To Haves

• Experience with ITSM tools such as Jira Service Management or ServiceNow.
• Experience leading teams through change, scale, or organizational transition.
• Familiarity with automation, self-service, or AI-enabled support initiatives.
• Experience managing contractors or vendor-based support models.
• Exposure to global or follow-the-sun support operations.

Responsibilities

• Build, lead, and develop a high-performing IT Support organization, including full-time employees and contractors, across headquarters and regional offices.
• Own the day-to-day delivery of end user support services, including walk-up support, ticket-based support, and executive/VIP support.
• Establish clear standards for service quality, coverage models, escalation paths, and incident response.
• Coach and mentor managers and senior support engineers, driving career development, performance management, and succession planning.
• Partner closely with cross-functional IT teams such as Service Engineering, UCC, Infrastructure, Security, and Enterprise Systems to resolve complex issues and improve end-to-end service delivery.
• Use data and insights to identify recurring issues, reduce operational friction, and continuously improve the employee support experience.
• Define, track, and act on key metrics such as CSAT, response times, resolution quality, and support trends.
• Support Box’s shift-left strategy by partnering on self-service, knowledge management, and AI-assisted support initiatives.
• Ensure executive and VIP support services deliver a consistent, white-glove experience with appropriate discretion and redundancy.
• Improve operational resilience by reducing single points of failure, strengthening documentation, and increasing knowledge sharing across the team.

Benefits

• Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 3 days per week.
• Box is committed to fair and equitable compensation practices. Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information on benefits, check out our healthcare benefits and additional Box Benefits + Perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees