IT Services Manager

Are you prepared to join the X team and help build the ultimate real-time information-sharing app, revolutionizing how people connect? At X, we’re on a mission to become the trusted global digital public square, committed to protecting freedom of speech and building the future unlimited interactivity. Our goal is to empower every user to freely create and share ideas, fostering open public discourse without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!

Job Title: IT Services Manager
Location: Palo Alto (Onsite)
Base Salary: $162,000- $210,000 + Equity

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Who We Are

At 𝕏, we are at the forefront of technology, driven by a mission. Our global operations span across continents, connecting innovators and fostering a culture of collaboration and excellence. Our IT Workplace Services team is the backbone of our operational efficiency, ensuring seamless connectivity and support for all our employees, regardless of their location.

Who You Are

You are a seasoned IT manager with a proven track record in leading Helpdesk operations on a global scale. You've honed your skills in service delivery, team management, and stakeholder engagement. You are a person with a proven track record of the following:

• Global Mindset: Your experience spans across different cultures and time zones, enabling you to foster a cohesive, high-performing team. 

• Communication Skills: Your communication is impeccable, allowing you to interact effectively with all levels of our organization, from interns to C-level executives.

• Strategic Technology Visionary: You bring a strategic mind to operational challenges, with a passion for enhancing user experience through technology.

• Adaptability: You are adept at working in a fast-paced environment, adapting quickly to new technologies and changing business needs.

• Intensity and Focus: You operate with a relentless drive, embracing the challenges of a hardcore company culture where passion and aggression towards achieving excellence are the norm.

What You'll Do

• Leadership and Management: Oversee our global IT Helpdesk, ensuring alignment with business needs and operational standards. 

• Service Excellence: Drive initiatives to improve service delivery, including response times, resolution rates, and customer satisfaction metrics.

• Team Development: Mentor a diverse, geographically dispersed team, fostering a culture of continuous learning and professional growth.

• Communication and Collaboration: Serve as a bridge between IT and business units, translating technical issues into business implications and vice versa.

• Innovation: Explore and implement new technologies and processes to enhance our workplace services, focusing on conference room AV, SaaS administration, and employee onboarding/offboarding.

• Travel: Be prepared to travel within the US to support our operations, and internationally to ensure consistency in service across our global locations.

Requirements

• 3-5 years managing a helpdesk environment

• 5-10 years experience working as a helpdesk agent or within the A/V space.

• Experience with administration of SaaS applications, such as Google Workspace, 1Password, Slack, Box, Zoom, O365, etc.

• Proficiency with various operating systems, particularly Mac OS, ChromeOS and Windows 10

• Experience with tools for ticket management, and issue tracking, such as JIRA