Manager, IT Support
2 months ago
GAQ325R30
Mission
At Databricks Information Technology, we are a product led organization transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth.
The Manager IT Support oversees a team of IT support professionals in the APAC region in providing customer obsessed services to our customers. This includes creating and implementing strategic plans, managing daily operations, and ensuring that the team meets all service level agreements. You will have a strong technical background, experience managing a high-volume ticketing system, and a proven track record of success implementing changes and improving customer interactions. You will report to the Sr. Manager, IT Support as part of the IT organization.
Outcomes
You will provide technical guidance, leadership and be a mentor to the team from technical and professional perspectives.You will play an analytical role in quickly and thoroughly analyzing ticketing data and subsequently leveraging the results to drive efficiency and improvements.You will take ownership of customer issues escalations as a leader of the IT support staff, applying your understanding of systems within multiple applications in our tech stack.You will work with the staff and management team to implement and measure strategic plans and outcomes. You will provide leadership and support for the IT Support team to ensure staff understand and meet service level agreements in productivity, service, and quality metrics to provide exemplary customer interaction.You will provide the very best customer service experience for all employees with your knowledge in technology, resolving support requests, educating, and sharing knowledge with our workforceYou will work with the IT Support Team to improve efficiency by implementing new processes, and automationProvide onsite leadership and coordination for extended IT teams, including IAM, Cloud Engineering, and Networking.Collaborate with global IT teams to ensure alignment with company-wide IT strategies and initiatives.Act as the primary point of contact for IT issues and escalations in the APAC region.Competencies
10+ years of industry experience along with working on a high-volume ticketing system (+4000 PM)5+ years of experience leading advanced technical teams with customer-obsessed responsibilities5+ years of experience Managing IT and In-depth knowledge of and the ability to foster growth5+ years of experience supporting customer IT needs in a global team supporting a global team 24x7Extensive experience providing high-caliber support to all levels of staffExperience supporting customer IT needs within a global team supporting multiple regions and time zonesIn-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)Provide other services to reduce tickets and ticket closure timesWork with partners to find efficiencies and implement improvements to our internal systemsWorking knowledge with securing/management of endpoints using JAMF, Airwatch, and InTuneExperience with IAM, Cloud operations, and Networking.Extensive experience troubleshooting AV/Conference room issues and Office Network related issues-
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