Senior Manager, IT Support Engineering

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It's the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift., 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.

WHAT YOU'LL DO

• 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.

• 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.

Preferred skills:

• 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.

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. Your Recruiter will share more about how we work and company culture during the hiring process.

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia., 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., Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond. Notice to applicants in Los Angeles: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance. The Fair Chance Ordinance is provided here. Notice to applicants in San Francisco: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance. The Fair Chance Ordinance is provided here.