Senior Director, Workplace Support

San Francisco, CA; Bellevue, WA; Chicago, IL, New York, NY; Washington, DC

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. 

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. 

Join our team! We’re building a world where Identity belongs to you.

 

Reporting to the SVP, Business Technology, the Senior Director of BT Support Services will lead a global team of over 80 employees and contractors, and will be responsible for the management of the global user support teams, including End User Support, CxO Support, Employee Onboarding, AV Management, and IT Service Management. This role requires in-person onboarding and travel to our San Francisco, CA HQ office during the first week of employment.

 

What you’ll be doing 

  • Global End User Support
    • Monitor service desk metrics and key performance indicators (KPIs), analyze trends, and identify areas for improvement to enhance service quality and customer satisfaction.
    • Proactive and Predictive Support-Anticipating user needs and preventing issues before they arise. 
    • Empowering Self-Service Solutions-Enhancing user independence through intuitive self-service options. 
    • Omni-channel experience-Providing seamless support across multiple communication channels. 
  • CxO Support
    • Provide strategic executive support, ensuring high availability and performance of IT services for senior leadership.
    • Exceptional Customer Service - Delivering unparalleled support tailored to executive needs.
  • Employee Onboarding
    • Works with People Operations to onboard new employees and contractors in-person and virtually 
    • Design and deliver technology training programs for end users and promotes the adoption and effective use of IT tools and resources.
  • AV Management
    • Direct the AV services, enhancing the quality and reliability of multimedia support across the organization.
  • IT Service Management
    • AI and automation integration-Leveraging technology to streamline processes and improve efficiency. 
    • Mastering shift-left via repeated issue analysis-identifying patterns and addressing root causes to reduce recurring issues. 
    • Self-Healing and ITSM Flow Integration- Implementing solutions that automatically resolve issues and optimize service management.
    • Serve as an escalation point for complex or critical incidents, ensuring timely resolution and effective communication with stakeholders.
  • Cultivating a stellar support team
    • Building and developing a high-performing team of top-notch support professionals. 
    • Creating a strong organizational culture of operational excellence, employee experience, Establish KPIs
    • Sets strategy and direction for IT support services to include best practices for service teams and to improve processes for automation and efficiency.
    • Handle budgeting and metrics: Draft the annual IT budget, assist in planning, and maintain metrics for continuous improvement and high user satisfaction.

 

What you’ll bring to the role

  • 15+ years of relevant IT experience, with at least 10+ years of experience managing an IT organization or infrastructure group in a high-tech company
  • IT Service Management experience
  • Global support management experience
  • Budget, vendor management 
  • Proven ability to adapt to evolving business needs and pivot when necessary to meet changing priorities
  • Demonstrated resilience under pressure and ability to maintain focus in high-stress situations

"This role requires in-person onboarding and travel to our San Francisco, CA HQ office during the first week of employment."

  Okta’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies:
  • Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.          
  • Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
  • Develops Talent: Developing people to meet both their career goals and the organization’s goals.
  • Drives Results: Consistently achieving results, even under tough circumstances.
  • Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.

#LI-Hybrid

#LI- CM2

Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.   

The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, New York, and Washington is between:$230,000$346,000 USD The annual base salary range for this position for candidates located in the San Francisco Bay area is between: $258,000$388,000 USD

What you can look forward to as an Full-Time Okta employee!

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/

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