DataRobot Company Profile

IT Helpdesk Manager

DataRobot

Munkaköri leírás

You will be responsible for managing the day to day operations of the IT Helpdesk team and have 3 IT Helpdesk agents that will report directly to you. You’ll spend time triaging tickets in our ticketing portal,  supporting over 1,000 employees globally providing them with amazing experience while maintaining best practice with security and safety in mind. Additionally, you’ll report directly to the U.S. based IT manager and work closely with another U.S. based IT Helpdesk Manager to ensure goals are aligned and met. When not managing the ticketing system and day to day office operations, you’ll spend your time mentoring and coaching your team to help them grow. Lastly, you’ll have the opportunity to participate in our bi-weekly sprint to get involved in exciting far-reaching projects.

Responsibilities include but are not limited to:

  • Manage daily Helpdesk operations in providing Tier I, first contact intake/support.
  • Analyze performance of the IT Helpdesk team by tracking key metrics.
  • Provide oversight and support to the local offices in Kyiv, Lviv and Khmelnytsky.
  • Collaborate daily with a global IT Helpdesk, IT Operations and our Enterprise Security team based in Boston, Kyiv and Tokyo to complete goals and projects.
  • Train, coach and mentor your direct reports.
  • Help develop and enforce request handling, escalation policies, and procedures.
  • Monitor ticketing trends to identify and anticipate potential problems for proactive resolution.

Requirements:

  • 3-5 years of experience in enterprise IT (at least 250+ users)
  • Have managed a technical team
  • Strong KPI, reporting and monitoring skills. Ability to identify and analyze process-related metrics.
  • Knowledge and experience in MacOS troubleshooting, maintenance and repair. 
  • Experience with using, troubleshooting and maintaining SaaS services such as Freshservice, Gsuite Enterprise, Slack, Zoom, Office365 and OKTA.
  • Ability to be on call for weekends and off-hours to help maintain 24/7 365 global coverage.
  • Strong leadership and communication skills, judgement and the ability to work effectively with our colleagues around the world.
  • Not afraid to get your hands dirty and provide technical support for additional coverage.

Bonus: 

  • Experience with Linux 
  • You love taking computers apart and fixing it
  • You plan for the unknown and have a plan B for all scenarios
  • Basic knowledge of networking and DNS

DataRobot is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. DataRobot is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. Please see the United States Department of Labor’s EEO poster and EEO poster supplement for additional information.

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