Manager, Business Technology & IT Help Desk

About Our Client

A leading contract lifecycle management platform is seeking to hire an IT teammate to join an innovative team. This platform serves a wide range of industries and helps companies streamline their contract processes, reducing bottlenecks and saving valuable resources. Recognized as a leader in the field, the company has received accolades for its innovative products and inclusive work culture, backed by prominent investors.

About the IT Tea

The IT team is crucial in developing systems that support the overall vision of the organization. In this role, the selected candidate will collaborate with the Operations team, focusing on growth strategies and addressing technology needs in a dynamic environment. The individual will have the empathy to understand employee technology needs, enabling the team to thrive while designing an effective IT strategy.

Roles & Responsibilities:

• Team Leadership and Management: Lead and support the helpdesk team, ensuring timely resolution of inbound tickets and providing assistance for various devices and applications.
• Customer Support & Service Delivery: Monitor service level agreements (SLAs), conduct metric-driven analysis to improve customer service, and train team members to uphold high standards for customer experience.
• Asset Management: Oversee the tracking and management of technology assets and related policies.
• Scale through Systems: Conduct proactive research to develop and implement IT best practices for processes and systems.
• Enablement & Support: Create training materials and documentation, manage inbound ticket requests, and develop strategies to resolve potential blockers.
• Executive Support: Provide technology assistance to top leaders and their assistants.
• Collaborate: Work alongside various teams within the organization to address technology issues as the company scales.
• Security: Adhere to company policies regarding vendor and application management, ensuring compliance with security standards.
• Documentation: Maintain and update company FAQs and knowledge base documentation for both end-users and IT team members.

Key Skills:

• 3-5+ years of experience in a technical management support role.
• Familiarity with high-growth environments; experience with SaaS products or solutions preferred.
• Strong problem-solving skills with a focus on achieving results.
• Team-oriented approach with a high level of productivity and humility.
• Technical Expertise: G-Suite administration, Jamf certifications (200/300), experience with SAML integration/SaaS management, proficiency in Meraki networking, as well as knowledge of tools like 1Password, Zoom, Slack, and scripting languages (preferably Python) on various platforms (Mac, Chrome, Office 365, etc.).
• Proficient in providing support for both Mac and PC hardware.
• Strong understanding of networking principles (DHCP, DNS, SSID) and implementation.

Benefits:

• Health, dental, and vision insurance.
• 401k plan.
• Wellness reimbursement.
• Flexible vacation policy.
• Generous parental leave for primary and secondary caregivers.

Compensation

$120K – $135K • Offers Equity

About Our Client

A leading contract lifecycle management platform is seeking to hire an IT teammate to join an innovative team. This platform serves a wide range of industries and helps companies streamline their contract processes, reducing bottlenecks and saving valuable resources. Recognized as a leader in the field, the company has received accolades for its innovative products and inclusive work culture, backed by prominent investors.

About the IT Tea

The IT team is crucial in developing systems that support the overall vision of the organization. In this role, the selected candidate will collaborate with the Operations team, focusing on growth strategies and addressing technology needs in a dynamic environment. The individual will have the empathy to understand employee technology needs, enabling the team to thrive while designing an effective IT strategy.

Roles & Responsibilities:

• Team Leadership and Management: Lead and support the helpdesk team, ensuring timely resolution of inbound tickets and providing assistance for various devices and applications.
• Customer Support & Service Delivery: Monitor service level agreements (SLAs), conduct metric-driven analysis to improve customer service, and train team members to uphold high standards for customer experience.
• Asset Management: Oversee the tracking and management of technology assets and related policies.
• Scale through Systems: Conduct proactive research to develop and implement IT best practices for processes and systems.
• Enablement & Support: Create training materials and documentation, manage inbound ticket requests, and develop strategies to resolve potential blockers.
• Executive Support: Provide technology assistance to top leaders and their assistants.
• Collaborate: Work alongside various teams within the organization to address technology issues as the company scales.
• Security: Adhere to company policies regarding vendor and application management, ensuring compliance with security standards.
• Documentation: Maintain and update company FAQs and knowledge base documentation for both end-users and IT team members.

Key Skills:

• 3-5+ years of experience in a technical management support role.
• Familiarity with high-growth environments; experience with SaaS products or solutions preferred.
• Strong problem-solving skills with a focus on achieving results.
• Team-oriented approach with a high level of productivity and humility.
• Technical Expertise: G-Suite administration, Jamf certifications (200/300), experience with SAML integration/SaaS management, proficiency in Meraki networking, as well as knowledge of tools like 1Password, Zoom, Slack, and scripting languages (preferably Python) on various platforms (Mac, Chrome, Office 365, etc.).
• Proficient in providing support for both Mac and PC hardware.
• Strong understanding of networking principles (DHCP, DNS, SSID) and implementation.

Benefits:

• Health, dental, and vision insurance.
• 401k plan.
• Wellness reimbursement.
• Flexible vacation policy.
• Generous parental leave for primary and secondary caregivers.

Compensation

$120K – $135K • Offers Equity