What You’ll Do
SimpliSafe's corporate IT Team is crucial in empowering our employees to do their best work. As part of the Information Technology and Global Supply organization (CIOGS) led by our Chief Information and Global Supply Officer, we strive to provide a safe and empowering work environment with the technology and support SimpliSafers need to thrive.
We’re seeking an IT Manager to lead our IT Engineering team in Boston. In this role, you will :
- Lead and mentor a team of IT engineers supporting our Boston office and remote employees nationwide.
- Collaborate with IT leadership across all locations to ensure a consistent and excellent IT experience for all SimpliSafers.
- Report to the Director of IT.
This is a hybrid role requiring 2 days onsite in our Boston office and 3 days working from home, with the understanding that business needs may require additional days in the office from time to time.
While technical proficiency is important, this role will have a strong focus on people leadership, coaching, and ensuring projects and strategies are aligned with business objectives.
Primary responsibilities include :
- Manage the day-to-day functions of the Boston office IT help desk team, ensuring proper scheduling and staff availability to meet business needs.
- Serve as an escalation point for complex incidents, outages, or challenging support requests.
- Mentor, develop, and coach a team of IT professionals, fostering a collaborative culture and providing guidance on career paths.
- Ensure technology and process consistency across all SimpliSafe locations in collaboration with other IT managers.
- Understand the diverse needs of end-users and proactively create a positive and supportive IT experience.
- Plan, execute, and monitor Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) to drive team growth and success.
- Contribute to the planning and execution of an overall IT strategy for SimpliSafe.
- Lead technology projects and deployments, ensuring successful implementation and adoption.
- Maintain strong relationships with external vendors, establishing and monitoring Service Level Agreements (SLAs) to meet business requirements.
What You’ll Bring
- A Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
- Up to 6 years of experience in IT, including at least 3 years in a people management role leading and developing technology teams.
- A strong understanding of IT infrastructure, encompassing networks, servers, cloud technologies, and common enterprise applications.
- Proven experience managing IT operations, including service desk support, incident management, and problem resolution.
- A passion for providing exceptional customer service and creating positive support experiences for end-users.
- A commitment to fostering a psychologically safe and inclusive team environment where everyone feels supported, valued, and empowered to do their best work.
- The ability to meet the physical demands of the role, which include frequent standing, walking, and using hands to handle equipment.
Preferred Qualifications
- Experience with macOS and Windows endpoint management, including MDM tools like Jamf, Intune, and JumpCloud.
- Familiarity with workforce identity tools such as Okta and Lumos.
- Proficient with Google Workspace and Microsoft 365 administration.
- Experience with collaboration tools like Zoom, Google Meet, and Slack.
- Knowledge of Jira Service Desk and Jira for IT service management and project tracking.
- Experience with Confluence for knowledge management and documentation.
- Experience with SaaS tool management and optimization.
- Bonus points : In-depth experience with live event production or collaboration tooling.
What Values You’ll Share
- Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
- Aim High - Always challenging ourselves and others to raise the bar.
- No Ego - Maintaining a no job too small attitude, and an open, inclusive and humble style.
- One Team - Taking a highly collaborative approach to achieving success.
- Lift As We Climb - Investing in developing others and helping others around us succeed.
- Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.
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