IT Operations Manager
Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
We’re looking for an IT Operations Manager to join Snap Inc. This will be a technical hands-on leader responsible for assisting local and remote staff with technical problems ranging from Mac troubleshooting, Conference Room A/V support, and office network connectivity. This role will continue to oversee day-to-day IT operations for the region. They will collaboratively work to define support best practices, drive adherence to process, and act as a strong lead for IT projects. Assisting the Global IT Ops Manager in defining the strategy for the region.
As our senior IT Ops contact in the region, this person must exhibit Snap’s engineering values - Craftsmanship, Creativity, Accountability, Empathy, and Integrity and maintain a high level of professionalism in providing excellent customer service, along with exercising sound judgment to provide timely resolution of problems & escalations. They must understand the office culture and maintain excellent relationships with global customers, business partners, and IT team members.
What you’ll do:
Supervise a team of technicians within the Santa Monica region supporting both the onsite HQ & collaborating with peers to support the rest of the world remotely
Combine hands-on support with directly managing a small regional team.
Form part of a sub-group providing C-Suite support
Solve any problem through data analysis, technical troubleshooting and improve ways of working by streamlining processes.
Document, track, and monitor problems to ensure resolution in a timely manner; acts as final point of contact for technical or personnel escalations.
Work closely with IT Leadership on strategic initiatives.
Drive multiple information technology projects and drive project deliverables.
Work with Global IT Ops Manager to develop internal resources and manage performance; setting schedules, holding 1:1s, providing clear direction on tasks and projects while delivering feedback.
Manage and triage incoming work for the region: tickets triage, project work, etc.
Maintain inventory of equipment and other IT assets.
Support our IT services: Google Apps, OKTA, Atlassian etc.
Develop and maintain relationships with multiple vendors.
Knowledge, Skills & Abilities:
Ability to travel at relatively short notice, up to 30% of your time
Basic to advanced knowledge of audio visual support.
Basic to advanced knowledge of corporate networking and security practices.
Minimum Qualifications:
Bachelor’s degree preferred or equivalent experience.
7+ years of experience providing support in a professional IT environment.
2+ years of leadership or management experience, delivering upon SLAs.
Experience providing support at a C-Suite level.
Experience with a ticketing system such as Jira.
Experience with client management systems: JAMF / Airwatch.
Strong OSX Mac experience.
Experience with Google Apps Suite.
Experience with Meet, or other video conferencing solutions.
Preferred Qualifications:
Someone that loves end user support and is passionate about delivering a world-class customer service experience.
Natural problem solver who enjoys identifying ways to make things better.
Windows & Linux experience is a plus
Basic to advanced knowledge of audio visual support.
Basic to advanced knowledge of corporate networking and security practices.
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].