It Support Manager, It Services

• Bachelor's degree, or 4+ years of professional or military experience
• Knowledge of Linux or Unix systems administration
• 5+ years of developing a team of technical professionals across multiple locations experience
• 2+ years of leading technology teams as a information technology operations manager experience

At Amazon, we strive to be Earth’s most customer-centric company where we can find and discover anything we want to buy online. We hire the world’s brightest minds, offering them an environment in which one can relentlessly improve the customer experience. Innovation and creativity are built into the DNA of the company and are encouraged at all levels of employment. Every day we solve complex technical and business problems with ingenuity and simplicity. We’re making history and the good news is we’ve only just begun.
AWS IT Services Support team provides highly-available IT support for Amazon employees worldwide. We provide support for all used client applications, operating systems, email, VPN, mobile devices, and common collaboration services such as SharePoint and Exchange. Our customers may engage us via phone, chat, in person, or trouble ticketing.
You will manage local and/or remote resources and assist the global organization to define the perfect customer experience and own the strategies to create that experience. You will help the group develop and leverage their knowledge base to expedite the resolution of recurrent issues. You will identify ways to proactively reduce requests through automation, documentation, and process improvement. You will set high standards for issue handling, escalation and problem management across the organization and guide the team with metrics and goals that clearly measure their success.
You will work alongside a group of leaders to define the priorities and track the metrics and key performance indicators within the organization as a whole. You will hold service owners accountable to resolve issues on behalf of your customers.
Key job responsibilities

• Developing and maintaining policies, procedures, and processes.
• Coordinating a variety of projects in an operational environment.
• Hiring, developing, and retaining great talent.
• Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
• Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Measuring, monitoring, and maintaining the team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Reducing contacts through process improvement and root cause analysis.
• Relationship management with key partners and customers in local Amazon sites.
• Direct management of individual contributor IT Engineers who provide direct end user support to Amazonians on general IT issues.
• Leading a team of Support Engineers. Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonian's.
• Up to 25% travel as required to visit more remote locations.
• Hiring, promotion, and performance management of direct reports.
• Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.

We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA

• Experience with system management tools and client/server environments
• Knowledge of hardware architectures

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $93,400/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.