Anthropic9 дней назад
Manager, IT Support
Зарплата не указана
New York City
Обязанности
- 01Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle—1:1s, feedback, performance management, and career growth
- 02Hire IT Support Engineers, including for our executive and board support function, and raise the bar as the team grows
- 03Own in-office coverage and staffing across San Francisco, New York, and Seattle, and lead a team you aren't always in the same room with
- 04Own queue health, service level attainment, and routing rules across the Americas
- 05Be accountable for how the Americas performs against our support metrics—first-touch resolution, time to first response, time to resolution, employee satisfaction—and drive the changes that move them
- 06Run and staff the Americas on-call rotation within the global follow-the-sun model
- 07Route escalations into specialist operations teams and IT Engineering, and hold your team to those boundaries
- 08Protect engineering time for automation and deflection work without letting the queue slip
- 09Collaborate with Workplace, People Ops, and other teams to support office operations and company events
- 10Travel regularly to San Francisco and occasionally to Seattle
Требования
- 017+ years of experience in IT support and operations, with 3+ years managing a support team
- 02A track record of managing and developing engineers: hiring, coaching, performance conversations that change behavior, and moving people into their next role
- 03Experience leading a frontline IT support team, including ownership of a queue, its service levels, and the people who work it
- 04Experience managing across multiple offices, including reports you don't sit with, and a real answer for how you keep them developing
- 05Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first-response
- 06A demonstrated ability to move a support function's metrics
- 07A security-first mindset and excellent judgment about when user experience yields to security requirements
- 08Comfort with ambiguity and rapidly shifting priorities in a fast-paced environment
- 09Strong written communication—you can write a runbook, a postmortem, and a piece of hard feedback, and have each land
- 10Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
- 11Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
- 12Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
Условия
- 01This role is based in our New York City office and we expect you to be in-office 3 days per week
- 02Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices
- 03Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this
- 04Annual Salary: $230,000 — $265,000 USD