Senior Manager, IT

What you’ll be responsible for:

Circle is looking for a Senior IT Manager who will assist with defining the strategy and be responsible for the proper execution and management of the IT Service Desk and Operations functions. This role supports the company by providing expertise, predictability, transparency, and oversight of IT Service Desk activities and IT daily Operations to address the IT support needs of the company.

What you'll work on:

• Manage the IT Service Desk support which entails timely and efficient initial end user contact, support request triage, first effort support, escalation to higher tiers, and ongoing daily operations of IT for existing and new end-user technologies.
• Actively and consistently lead efforts to simplify and enhance support processes and the customer experience.
• Manage system admins as part of Saas Ops to maintain security, reliability, and ongoing change management across all IT systems.
• Manage a team of direct reports (employees and/or contractors) providing supervision, scheduling, performance evaluations, and mentoring.
• Provide input for yearly IT budgeting needs and be responsible for managing the IT Service Desk’s direct budget.
• Manage, maintain, and purchase all end-user equipment and maintain appropriate stock with a 3-year rotation cycle on computers (laptops and desktops).
• Assist in developing and maintaining robust monitoring KPI’s to assess and measure the IT support process to identify areas of concern and drive continuous improvement.
• Support the corporate onboarding and off-boarding process with specific responsibilities for commissioning and reclamation of end-user equipment and stock management.

You will aspire to our four core values:

• Multistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities.
• Mindful - you seek to be respectful, an active listener and to pay attention to detail.  
• Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals. 
• High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards.  You reject manipulation, dishonesty and intolerance.

What you’ll bring to Circle:

• Minimum of 10 years of job-related work experience.
• Minimum of 3 years of people management experience.
• Strong knowledge in service desk processes and team management.
• Strong knowledge with using Help Desk or Service Desk software.
• Solid technical background (G Suite, Slack, Apple, Kandji).
• Experience working for a publicly traded company (SOX). 
• Exceptional customer service skills.
• Excellent oral and written communication and interpersonal skills.
• Exceptional attention to detail and organizational skills.
• The ability to work independently and highly self-motivated.
• Critical thinking skills and the ability to understand legal and financial concepts.