Manager, IT Operations

Meet the team: The Dexcom IT Operations team is a globally distributed, high-performing organization responsible for delivering 24/7 IT support and service excellence across the enterprise. We operate in a fast-paced, mission-critical environment where reliability, efficiency, and continuous improvement are at the core of everything we do. As part of the Global Service Desk and IT Operations organization, you will lead teams spanning multiple regions, driving operational excellence through strong IT Service Management (ITSM) practices, data-driven decision-making, and a culture of accountability and innovation. This team plays a critical role in ensuring seamless IT support for employees worldwide—enabling business continuity, enhancing user experience, and supporting Dexcom’s life-changing technology. Where you come in: * You will lead and manage global 24/7 IT Operations, Advance Support team and Service Desk delivery, ensuring high-quality, reliable support aligned with business needs * You will oversee day-to-day operations in a follow-the-sun support model, ensuring seamless coordination across geographically distributed teams * You will drive continuous service improvement (CSI) initiatives, including shift-left strategies, automation, and self-service adoption. * You will lead service transitions, onboarding new services, and ensuring operational readiness for new capabilities. * You will collaborate cross-functionally with Infrastructure, Applications, Security, and business stakeholders to ensure alignment and rapid issue resolution. * You will own and contribute in driving ITSM processes (Incident, Problem, Change, and Request Management) aligned with ITIL best practices. * You will establish and manage KPIs (e.g., SLA, CSAT, FCR, backlog), using data insights to improve service performance and operational efficiency. * You will lead workforce planning, capacity management, and scheduling to ensure optimal coverage and productivity. * You will build, mentor, and develop a high-performing team, fostering a culture of accountability, innovation, and customer-centric service delivery. ​ What Makes You Successful: * You are a strategic and service-oriented leader with a strong ability to drive operational excellence in a 24/7 global environment. * You embrace innovation, with experience or interest in automation, AI, and modern IT operations practices. * You have proven experience managing IT Operations with a focus on performance management and continuous improvement. * You demonstrate strong analytical and data-driven decision-making skills, leveraging metrics and dashboards to improve outcomes. * You excel in leading global, cross-functional teams and driving collaboration across multiple stakeholders and time zones. * You are an effective communicator who can engage both technical teams and executive leadership with clarity and confidence. * You have a strong end-user-first mindset, with a passion for improving end-user experience and service quality. * Optional, include “nice to have” items such as advanced degrees, certifications, specific industry experience, knowledge of additional systems, etc. What you’ll get: * A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community. * A full and comprehensive benefits program. * Growth opportunities on a global scale. * Access to career development through in-house learning programs and/or qualified tuition reimbursement. * An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve. Travel Required: * 5-15% Experience and Education Requirements: ​ * Typically requires a Bachelor’s degree with 8-12 years of industry experience * Requires a degree in a technical discipline * 2-5 years of previous management or lead experience #LI-Hybrid