Head of IT End User Services and Support

Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data — across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.

We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design.

Join us on our mission to shape the future of our industry.

Head of IT End User Services & Support

Main Responsibilities

• Strategic Leadership of IT Support Services
• Set the overall strategy and direction for IT support services.
• Lead teams responsible for Service Desk operations, eDiscovery support, and collaboration tools.
• Implement best practices to improve processes, automation, and efficiency.
• Enhancement of Employee Productivity and Experience
• Develop and execute a vision for employee productivity and experience.
• Manage productivity and collaboration applications (e.g., Microsoft 365, Google Workspace, Zoom, Slack, Asana).
• Ensure employees are delighted with simple, modern solutions that streamline their work.
• Data-Driven Process Improvement
• Generate and analyze statistical reports for process optimization.
• Create automated issue identification procedures through ticketing and reporting platforms.
• Establish and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Cross-Functional Collaboration and Compliance
• Partner with InfoSec to ensure the security of collaboration technologies and compliance with standards.
• Maintain close partnerships with HR, Facilities, Legal, and other departments to streamline processes.
• Oversee onboarding and offboarding procedures in collaboration with the People team.
• Resource Management and Vendor Relations
• Develop and manage budgets in line with organizational goals.
• Oversee procurement for equipment, software, and services, including vendor negotiations.
• Cultivate strong relationships with vendors and partners to maximize value.
  

Key Capabilities

• Strategic Vision and Execution
• Ability to translate organizational IT vision into actionable goals focused on employee productivity and service supportability.
• Skill in setting and communicating project milestones and resource allocation.
• Leadership and Team Development
• Proven experience in leading diverse IT teams and aiding in the professional growth of team members.
• Expertise in setting goals, assigning projects, and performing evaluations.
• Analytical and Data-Driven Decision Making
• Proficiency in generating and analyzing reports to drive efficiency and optimization.
• Ability to anticipate potential issues through monitoring incident trends for proactive resolution.
• Cross-Departmental Collaboration
• Strong interpersonal skills to maintain partnerships with various departments.
• Experience in promoting corporate standardization and building streamlined processes.
• Financial Acumen and Procurement Expertise
• Competence in developing budgets, business case justifications, and cost/benefit analyses.
• Knowledge in developing bid requirements and reviewing compliance for hardware and software upgrades.
  

Impact To The Organization

• Enhanced Employee Satisfaction and Productivity
• By providing world-class employee services and modern solutions, the role significantly boosts employee satisfaction and efficiency.
• Operational Excellence and Efficiency
• Through process automation and data-driven improvements, the organization achieves higher efficiency and reduced operational costs.
• Improved Security and Compliance
• Partnering with InfoSec ensures all collaboration tools meet security standards, reducing risks and ensuring compliance.
• Strategic Alignment and Innovation
• Cross-functional collaboration ensures IT initiatives are aligned with organizational goals, fostering innovation and cohesive growth.
• Cost Savings and Value Maximization
• Effective budget management and vendor relations lead to cost savings and maximize returns on technology investments.
  

Disclosure Pursuant to Applicable State Equal Pay Transparency Laws - This position has a starting pay range as listed below. Actual salary depends upon many factors, including a candidate’s skills, qualifications and experience, location, and salary expectations, and therefore a starting salary at the low end, high end, or even above the stated range may be offered. This position may also be eligible for bonus compensation, commission (if in a sales function), and/or equity grants. Additionally, full-time employees are eligible to participate in our comprehensive benefits framework, including health and wellness benefits, vacation, paid holidays and refresh days, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.

US Pay Range

$228,000—$285,000 USD

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Equal Employment Opportunity Employer (EEOE)

Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or talent@cohesity.com for assistance.

In-Office Expectations

Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.