What are the responsibilities and job description for the Manager, IT Support position at Samsara?
About the role:
Samsara is looking for a curious and motivated IT Manager who’s excited to help us scale our IT Services Management to support a rapidly growing user base of over 1000 employees. Your primary responsibility will be to support our People, Places, and Events - enabling our employees to do their absolute best work. This includes coaching and developing our IT team as well as organizing operations, managing contracts, building vendor relationships, developing and refining systems, coordinating small projects, and building processes to provide the best customer experiences.
In this role, you will:
- Lead Technical Support: Optimize and make a positive employee support experience. Create smooth hand-offs between Tier 1, 2 and 3 support Work with the team to establish best practices and build processes to ensure execution
- Excel at team management: Hire and develop our global IT Team; scale the global team by having a team first mentality
- Project Management: Ensure customer needs are satisfied through managing and coordinating specific information technology deliverables; including the overall program/project plan, structure, schedule and staffing requirements
- Own IT Systems: Own and optimize core tools and systems that power Samsara. (Cisco Meraki, Okta, Zoom, Zendesk, and RingCentral)
- Manage IT Service Levels (SLAs): has ownership of operational metrics, SLAs, industry benchmark and drives operational excellence for the department by managing business partner satisfaction by driving outbound engagement to understand satisfaction or challenges with the services provided
- Partner with Security & Compliance: Drive core security and compliance projects to ensure we’re protecting our information assets
- Lead events and experiences: Connect the company by delivering the highest quality A/V experiences for both remote and in-person events
- Excel at executive communication: Be a clear communicator to our executive leadership, about the state and strategy of Core IT Services & Operations
- Champion and role model Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
Minimum requirements for the role:
- 5 years experience in IT services, technical support, or systems admin
- Looking to move from a team lead role into a more managerial capacity or someone early in their managerial career
- Aptitude for energizing teams and successfully managing people
- Expertise in IT systems, networks, operations, and cloud systems
- Strong analytical and project coordination skills
- Proven ability to design and communicate clear processes
An ideal candidate also has:
- Impeccable discretion when handling sensitive and confidential information
- Experience managing technical contracts for an IT department
- BA/BS with a technical degree (Computer Science/Engineering, MIS, etc.)
- Able to thrive in a fast growing organization
