Head of Global IT Support

Airbnb – Head of Global IT Support

Airbnb is seeking a strategic leader to head the Global IT Support organization. This executive role is responsible for delivering world-class IT support across the company, including help desk operations, IT infrastructure support, security coordination, vendor management, and IT service strategy.

Role Overview

The Head of Global IT Support will set the vision for IT service delivery, scale global support teams, establish SLAs, and drive continuous improvement across all regions. You will collaborate with Engineering, Security, Legal, and People teams to enable product, platform, and business operations with reliable technology services.

Responsibilities

• Lead and manage the global IT support organization, including help desk, desktop support, and infrastructure services.
• Define and track service level agreements, metrics, and customer satisfaction targets.
• Oversee incident response, problem management, change management, and security coordination for IT services.
• Manage budgets, vendor relationships, asset management, and procurement of IT tools and services.
• Develop and execute a global IT strategy aligned with Airbnb’s business goals.
• Partner with Engineering, Security, Legal, and People teams to ensure compliant and scalable technology operations.

Qualifications

• Proven experience leading global IT support or IT operations teams at scale.
• Strong knowledge of ITSM frameworks (ITIL) and service delivery best practices.
• Excellent leadership, communication, and stakeholder management skills.
• Bachelor’s degree; advanced degree or relevant certifications preferred.
• Ability to work across time zones and manage a distributed workforce in a remote-first environment.

Benefits

• Competitive compensation and equity package.
• Comprehensive health, dental, and vision coverage.
• Generous time off, parental leave, and employee travel program.
• Professional development opportunities and inclusive, supportive culture.