IT Operations Manager

Our Mission: 

To actively connect people to their next great opportunity. 

Who We Are: 

ZipRecruiter is a leading online employment marketplace. Powered by AI-driven smart matching technology, the company actively connects millions of all-sized businesses and job seekers through innovative mobile, web, and email services, as well as through partnerships with the best job boards on the web. ZipRecruiter has the #1 rated job search app on iOS & Android.

Summary:

We are looking for a qualified Manager of Information Technology (IT) Operations to join our team. You will be responsible for leading our support of 1000+ hybrid employees with offices in 4 cities across 3 countries. The team equips the business with modern technology, while providing excellent customer service, provisioning, education, and troubleshooting.

As a tech-first company, ZipRecruiter is extremely engaged with bringing modern tooling, including Artificial Intelligence, to the workplace. As Manager of IT Operations, you will lead empowerment to rapidly adopt tools and services and drive innovation across all of our corporate functions. 

This role leads the IT Support team to ensure professionalism in approach, adaptability in process, and continuous improvement through professional development and ownership of solutions. This is a hybrid role that requires you to work on-site at our Santa Monica office multiple days a week, with occasional travel to our Phoenix office and other events as needed.

Responsibilities:

• Manage the IT and Communication Support Team while communicating consistently with leadership across the business to identify areas of improvement.
• Hire, train, evaluate, and support technicians in IT and communications technology.
• Own the ticketing system to ensure SLA’s are met and solutions are appropriate, and motivating the team to complete larger-scope projects in addition to task-oriented tickets.
• Cultivate a growth mentality and eagerness to adapt new technologies and approaches as we collectively learn how to deliver the best tools and services to a diverse user population. This includes balancing expansion into unfamiliar territory against speed of delivery.
• End-to-end ownership mentality: assigned tasks are addressed thoroughly, anticipating likely next steps, thinking through gaps in directives, and fostering continuous improvement and collaboration with customers.
• Provide self-serve documentation and training for end-users.

Minimum Qualifications:

• Ability to work in our Santa Monica office multiple days a week.
• 6+ years of experience in a helpdesk function, 2+ years as a manager.
• Strong technical background - broad adaptability to new approaches is more applicable than certifications or in-depth expertise of a singular technology.
• Strong critical thinking approach and the ability to mentor the team in the same direction.
• Experience providing technical support remotely and in-person.
• Team management experience - objective evaluation, performance management.
• Windows and macOS expertise - including troubleshooting  drivers, conflicts, and resource contention.

Preferred Qualifications:

• Enthusiasm for keeping up with emerging tech – hands-on familiarity with open source, appetite to tinker, and a pulse on emerging and fading trends in industry.
• Customer service-oriented with rigorous documentation and problem-solving attitude.
• Team development experience - identifying competency gaps and addressing through training and mentorship.
• Networking experience - DNS, wireless networking, home office troubleshooting.
• Software as a Service administration experience - authentication, license management.
• Contractor management experience.

As part of our team you’ll enjoy:

• Competitive compensation
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan 

The US base salary range for this full-time position is $120,000-$160,000. Our salary ranges are determined by role, level, and location, and the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location, role-related knowledge and skills, depth of experience, relevant education or training, and additional role-related considerations.

Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.

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