Lead a hybrid IT support team at MongoDB, optimizing service delivery and managing operational workflows across multiple locations.
Posted by employer 4 hours ago
First seen on Joblaze 1 hour ago
Last verified on the company career page 1 hour ago
What you'll build
- Manage regional IT budgets
- Establish systems of record and operational workflows
- Serve as the primary escalation point for major operational outages
- Integrate standard workflow automation tools
- Ensure corporate infrastructure adheres to baseline compliance
Must have
- 6+ years in corporate IT support
- 2+ years leading distributed, multi-site teams
- Hands-on experience with enterprise ticketing and task systems
Nice to have
- Previous experience managing infrastructure in enterprise SaaS
- Familiarity with End-User IT technologies
- Strong learning agility and a passion for continuous education
Practical constraints
- Requires up to 5-10% travel
- Availability for after-hours escalation management
AI in the day-to-day
Integrate standard workflow automation tools and practical AI capabilities into daily IT service delivery.
Requirements
- Experience
- 6+ years
Not disclosed in this posting: visa sponsorship.
Benefits
Joblaze summary
The IT Support Lead at MongoDB is responsible for overseeing a hybrid team of IT support specialists, ensuring efficient service delivery and operational excellence across multiple locations. This role requires expertise in enterprise ticketing systems, cloud infrastructure, and vendor management, alongside strong leadership skills to mentor team members and manage critical incidents. Ideal candidates will have significant experience in corporate IT support and a proven track record in enhancing service quality through data-driven decision-making. The position also involves collaboration with various stakeholders to align IT solutions with organizational needs.
Joblaze insights
- Listed today — first seen on Joblaze November 11, 2026. Last confirmed on MongoDB's careers page November 11, 2026.
- Salary band is below the typical range for comparable tech roles (median ~$127,500).
- Starts at or below all 218 comparable lead other roles in United States we track (median $150,000 across 76 companies).
- Jira appears in 0.3% of 650 comparable lead other roles in United States; Zendesk appears in 0.3% of 650 comparable lead other roles in United States.
Quick facts
- Is the IT Support Lead role remote?
- It's hybrid — MongoDB expects some on-site time in New York City, United States.
- What's the salary range?
- MongoDB lists $70,000–$138,000 for this role.
- How much experience is required?
- At least 6 years of relevant experience for this IT Support Lead role.
- Where is the role based?
- MongoDB is hiring for this position in New York City, United States.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Aruba, Jira, Meraki, Zendesk.
- What seniority level is this role?
- MongoDB targets lead candidates for this position.
- Is this full-time or contract?
- Full-time for this IT Support Lead role at MongoDB.
From the original posting
What You'll Do
- Strategic IT leadership & stakeholder alignment. Partner with business leaders, Executive Assistants (EAs), Workplace/Facilities, and Audio/Visual (AV) teams to translate organizational needs into seamless IT solutions. Manage regional IT budgets, optimize cloud costs (FinOps), negotiate vendor contracts, and drive multi-site hybrid work
- People leadership & operational rigor. Hire, mentor, and direct a hybrid team of ~15-20 L2/L3 IT support leads and specialists across multiple Americas offices (NYC HQ, Austin, SF, Palo Alto). Establish systems of record and operational workflows using Jira and the ITSM ticketing system to streamline ticketing, project tracking, and lifecycle management. Requires up to 5-10% travel and availability for after-hours escalation management during major operational incidents or critical office deployments
- Incident management & service standards. Serve as the primary escalation point for major operational outages. Enforce quantifiable KPIs, including Customer Satisfaction (CSAT), Mean Time to Resolution (MTTR), and First Time Fix Rate (FTTR), through trend analysis and Root Cause Analysis (RCA).
- Practical automation & operational reporting. Integrate standard workflow automation tools and practical AI capabilities into daily IT service delivery. Use ticketing data and operational metrics to make data-driven decisions on capacity planning, service scaling, and office tech deployments
- Baseline risk management & asset governance. Ensure corporate infrastructure adheres to baseline compliance, hardware lifecycle standards, and access management best practices, delivering secure and productive environments for all employees
What We're Looking For
- 6+ years in corporate IT support, networking, or infrastructure operations, with 2+ years leading distributed, multi-site teams (~10-20 direct reports and team members) across Americas headquarters and regional locations
- Proven ability to partner directly with Executive Assistants, Workplace/Facilities, AV engineers, and senior executives to support high-priority events, office deployments, and daily operations
- Demonstrated success coaching and mentoring L2/L3 support personnel across both local HQ and remote/hybrid team settings
- Calm, empathetic, and decisive leadership during major network/system outages and high-pressure event execution
- Hands-on experience with enterprise ticketing and task systems (Jira, Zendesk), wireless/switching infrastructure (Meraki, Aruba), and managing cloud identity and SaaS tool environments
- Strong track record of using support metrics, CSAT surveys, MTTR/FTTR targets, and SLA tracking to raise support quality
- Experience implementing practical automation and system integration that reduces repetitive work for the team and improves ticketing efficiency
Things We Love (Preferred Qualifications)
- Previous experience managing infrastructure in enterprise SaaS, developer tools, or cloud database companies
- Familiarity with End-User IT technologies (GAM/IAM tooling/MDM) or Agile/Project Management practices
- Strong learning agility and a passion for continuous education in emerging tech (AI, IoT, edge computing)
- Proven track record in IT vendor management and driving hands-on operational improvements
First 6-12 Month Outcomes
- Regional Service Reliability: Standardize L2/L3 support workflows across NYC HQ, Austin, SF, and Palo Alto to achieve a >95% CSAT and reduce Mean Time to Resolution (MTTR) by 20%
- Practical Automation: Identify and automate top repetitive manual onboarding and ticketing tasks, eliminating manual overhead for support specialists
- Team Leadership & SLA Tracking: Establish clear operational KPIs, coaching direct reports to maintain seamless cross-functional alignment with Executive Assistants and Workplace teams
With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, relying on MongoDB for their most important applications, we’re powering the next era of software.
MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
REQ ID: 4273612973
MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.
Standard company text repeated across MongoDB's postings is omitted here.