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.

Responsibilities

• 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.

Qualifications

• People manager experience: manage an IT support team in an organization of 1,000+ employees.
• Endpoint and OS support background: supported large fleets across macOS, iOS, ChromeOS, Windows, and Linux environments.
• Metrics‑driven operator: use quantitative performance management (SLOs, KPIs) to improve outcomes and coach effectively.
• Strong communicator: communicate clearly and professionally in writing and verbally with both technical and non‑technical partners.
• Customer‑first leader: love helping people and set a high bar for thoughtful, high‑touch employee support.
• Distributed, fast‑paced collaboration: worked effectively across time zones in a high‑growth, distributed environment.

Benefits

• Product training to develop an in-depth understanding of our product and space.
• Continuous career development and pathing opportunities for internal mobility.
• In‑departmental mentor and buddy program for in‑house networking.
• An inclusive company culture, ability to join our Community Guilds (employee resource groups).
• New hire stock equity (RSUs) and employee stock purchase plan.
• Free global mental health benefit through Spring Health.
• Generous global benefits (benefits and growth may vary based on the country of your employment and the nature of your employment with Datadog).

Equal Opportunity Statement

Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.