Ripple is hiring Web3 Senior IT Support Manager
Senior IT Support Manager
Experience
Minimum 1 Year
Employee type
Full Time
Position
Senior
Offer Salary
Desired Qualifications
- 4-6+ years' experience in Enterprise IT Support Management.
- Experience leading a team of full time, and on call support resources.
- Strong experience in Google Workspace Administration, SaaS productivity and identity management tools.
- Strong experience with deploying and supporting Mac and PC endpoints.
- Proficiency supporting IT needs of distributed teams made up of FTEs and Contractors.
- Knowledge of IT security principles, EDR tools, and monitoring for policy exceptions.
- Ability to lead, prioritize, facilitate, organize and manage several milestones and projects efficiently.
- Experience in documenting processes and monitoring performance metrics (OKR, KPI).
- Familiar with IT Service management-related methodologies (ITIL).
- Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors.
- Excellent customer service, organizational, prioritization, multitasking, communication and leadership skills.
- Ability to understand and leverage internal and vendor technology teams to improve processes, systems and maximize resources.
- Ability to be creative, innovative and flexible in responding to rapidly changing needs and priorities.
Duties & Responsibilities
- Manage, develop, and train a global team of technical support personnel within our IT Support group including hiring, performance management, and career development.
- Monitor service level metrics and response times and redirect team activities as needed.
- Design and execute projects to improve systems and operations.
- Develop and document new support and operations processes.
- Manage hardware and software purchasing (including new employee onboarding technology setup) for San Francisco and the Americas.
- Ensure accurate asset management records.
- Support Ripple’s employees in resolving problems with IT, AV and Communications systems.
- Willingness to jump in and help out with support issues as needed.
- Recognize inefficiencies and drive process improvement to enhance productivity
- Drive execution of SOX controls.
- Own the operational efficiency of the IT Service management process with focus on excellent user experience.
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