Sr. Manager, Global IT Support

Western Digital is seeking a Senior Manager, Global IT Support, to join their Global IT Support and End-User Services team. The role demands a forward-thinking leader who blends an engineering mindset with a commitment to service excellence, focusing on automation, AI-enabled support, and self-service adoption to create a world-class employee experience.

Requirements

• Bachelor’s degree in information technology, Computer Science, or related field (Master’s preferred)
• 10+ years in IT support, with at least 5+ years managing global, multi-region support operations
• ITIL v4 certification
• Certifications in DEX platforms, ServiceNow, Microsoft (Intune, M365), or automation frameworks are preferred
• Prior experience in large, complex enterprises (technology or manufacturing industry preferred)
• Exposure to emerging AI technologies and agentic workflows for IT support
• Proven success in modern IT support methodologies (shift-left, automation, AI-driven support, zero-touch provisioning)
• Deep experience with ITSM platforms (ServiceNow preferred) and ITIL processes
• Hands-on knowledge of Windows, Mac OS, Active Directory, O365, Intune, Jamf, SCCM, Cisco conferencing systems
• Identity and Access Management (IAM), hybrid AD, SSO/MFA foundations
• DEX tools (Nexthink, Systrack, etc.)
• AI/automation platforms – agentic workflows, chatbots, LLM-based assistants
• Strong foundation in enterprise networking basics, AV systems, and collaboration tools

Benefits

• Paid vacation time
• Paid sick leave
• Medical/dental/vision insurance
• Life, accident and disability insurance
• Tax-advantaged flexible spending and health savings accounts
• Employee assistance program
• Other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity
• Tuition reimbursement
• Transit
• The Applause Program
• Employee stock purchase plan
• The Western Digital Savings 401(k) Plan