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IT Support Manager I

DatadogParis, France
Hybrid Full-time

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Experience Level

Manager

Qualifications

What You’ll Do:Recruit, Coach, and Develop Your Team: Lead the recruitment, onboarding, mentoring, and management of Enterprise IT Support Technicians, fostering their growth and career progression. Drive Performance Towards Operational Goals: Hold the team accountable to Service Level Objectives (SLOs) and Key Performance Indicators (KPIs) to ensure rapid, accurate, and consistent user support. Own Policies, Standards, and Procedures: Create, maintain, and enhance support processes, documentation, and operational playbooks. Promote End-User Self-Service: Develop and advocate for programs, tools, and knowledge resources that boost self-service adoption and minimize recurring issues. Act as an Escalation Point: Manage and resolve complex support challenges, coordinating with internal partners and vendors as necessary. Enhance Global Support Experience: Collaborate with stakeholders across Datadog to identify trends, alleviate friction, and continually improve support services.

About the job

The Enterprise IT Support team at Datadog is a globally distributed unit dedicated to providing exceptional support to employees from their first day and throughout their journey with us. In this role, you will lead the hiring, development, and management of a team of Enterprise IT Support Technicians, delivering high-touch, white-glove support with a strong emphasis on proactive and prompt service. You will establish clear expectations, measure team performance through service levels and operational metrics, and serve as a key escalation point for complex or high-impact issues. Furthermore, you will work closely with cross-functional stakeholders to continuously enhance the services, tools, and standards that drive employee productivity across the organization.

At Datadog, we prioritize a positive office culture—fostering relationships, creativity, and collaboration. We embrace a hybrid work model that allows our employees to achieve a work-life balance that suits their needs.

About Datadog

Datadog is a leading monitoring and analytics platform for developers, IT operations teams, and business users in the cloud age. Our platform integrates and automates the monitoring of applications, providing a comprehensive view of performance and system health. Our commitment to innovation and a collaborative work environment fosters creativity and personal growth among our employees.

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