Manager, It Support Jobs

About Attentive:

Attentive® is the leader in conversational commerce, reinventing business to consumer communication. Our SMS-first software platform helps everyone from entrepreneurs to enterprises strengthen relationships with their consumers in a new way. Through two-way, real-time, personalized communications, we drive billions in e-commerce revenue and over 8,000 leading brands like CB2, Urban Outfitters, Crocs, Jack in the Box, and Coach rely on Attentive to deliver powerful commerce experiences.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

As the Manager, IT Support at Attentive, your role is to ensure an exceptional IT experience for our end users. Your focus is on leading customer support and efficient teams, with a strong belief in measuring and managing performance. You excel in identifying areas for improvement within the IT function and approach problem-solving with creativity and resourcefulness. You know that “if it can be measured, it can be managed” and utilize this superpower to effectively identify potential areas of improvement in the IT function. You aspire to build and enhance the IT function while leading a dedicated team of helpdesk associates and engineers.

Why Attentive needs you:

• Own and manage the IT Service Delivery function with the goal of data driven outcomes that support Attentive’s distributed(remote and in-office) workforce in their productivity needs
• Develop and maintain standards for in office support in our NY and SF offices
• Contribute to the development of an IT service catalog
• Perform ongoing QA of IT helpdesk tickets to validation consistency in response, timely resolution and technical soundness of solutioning.
• Define and adhere to KPI’s and SLA’s that meet end user needs
• Serve as an escalation point to resolve end user concerns
• Drive a robust problem analysis from helpdesk items to the IT engineering function to drive outcomes and resolutions
• Develop and maintain IT documentation including end user facing knowledge articles
• Mentor and coach a team of 3, identifying their strengths and areas for growth to help them achieve their career goals.
• Participate in the roadmap development of the IT function
• Develop, maintain and update operational, partner and executive level reporting on all helpdesk functions while driving continuous service improvement

About you:

• Experience using ITSM tools
• Strong Atlassian Suite (Jira, Jira Service Desk, Confluence) administration skills
• Strong problem solving and analytical skills with the ability to identify and resolve IT issues quickly and effectively
• Strong working knowledge of troubleshooting issues in major OS systems (macOS, Windows, iOS, Android)
• You're a lover of documentation with solid communication prowess
• Strong project management skills with the ability to handle multiple concurrent projects and initiatives while managing operational tasks
• Comprehensive knowledge of major SaaS productivity tooling (Okta, Google Workspace, O365, Slack, Zoom, etc.)
• 5+ years experience managing a corporate IT environment, supporting end user hardware (laptops, printers, conference room AV, presentation space AV, in office networking, etc)
• 5+ years experience leading a helpdesk or IT Support function at a modern, cloud first organization
• An empathetic and thoughtful leader who inspires others to do their best work
• Certified or strong working knowledge of ITIL concepts

For US based applicants:

- The standard base salary range for this position is $100,000 - $140,000 annually.

#LI-REMOTE #LI-MDK1

Attentive Company Values

Default to Action - Speed is our best offense and defense

Never Settle - Continuously raise the bar for yourself and your teammates

Hard Work Solves Big Problems - Success requires grit and resilience

Be Attentive - Work together as a team to drive greatness for our company and our customers

Learn more about AWAKE, Attentive’s collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation.