We are seeking a highly skilled IT Support Manager to join our team. This role plays a pivotal part in maintaining a world-class technology support ecosystem by leading a globally dispersed team of support engineers.
About the Role
This position ensures effective and secure IT operations for internal teams and provides exceptional technical support to our global customer base. Key responsibilities include managing internal IT infrastructure, governance, and cybersecurity aspects relevant to internal IT operations and support functions.
Duties and Responsibilities
1. Support Functions
* Oversee daily operations of the global service desk, ensuring timely resolution of support requests and high user satisfaction.
* Lead, mentor, and develop a support team, fostering a collaborative and growth-oriented culture.
* Evaluate and optimize support tools and systems to enhance efficiency and user experience.
* Provide technical assistance to customers and internal users, resolving complex issues efficiently.
* Develop and maintain knowledge bases and self-help resources to empower users.
* Provide feedback based on support interactions and satisfaction metrics for strategic planning.
2. IT Functions
* Implement technical strategies supporting our goals and improving service delivery.
* Manage internal IT tools, collaborating with departments on solutions.
* Partner with People & Culture to streamline onboarding, offboarding, IAM, and compliance training.
* Maintain IT policies, evaluate emerging trends, and ensure security and effectiveness.
* Ensure IT infrastructure is up-to-date, secure, and performs optimally.
* Implement security policies, conduct audits, and stay ahead of cyber threats.
3. Budget Management
* Allocate IT resources strategically, balancing innovation and budget constraints.
* Collaborate on cost-effective IT solutions and oversee procurement processes.
Requirements
* Strong technical background including networking, server management, cybersecurity, and software applications.
* Preferred certifications: ITIL, CompTIA A+, MCSE.
* Experience managing help desk software, remote support tools, knowledge management, and performance monitoring (e.g., Power BI).
* 7+ years leading IT/support teams in high-growth startups.
* Experience supporting technically savvy customers in a SaaS environment.
What We Offer
* Career progression with an annual Learning & Development budget.
* Wellness programs including wellness days off and subscriptions.
* Community volunteer opportunities.
* Birthdays off each year.
Desirable Qualifications
* Experience in Education Technology.
* Experience with tech-enabled SaaS services involving company hardware.