Manager, IT Workplace Services

Details

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 of 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!

Responsibilities

• 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.

Benefits

• Base Salary: $162,000 - $210,000 + Equity.