Job Description
The role involves managing and leading an IT support team to ensure the smooth operation of internal IT systems and infrastructure, providing technical support, troubleshooting complex issues, and implementing improvements across hardware, software, and network environments within a dynamic, space-focused organization.
Key Responsibilities
- Manage and supervise a team of IT Support Engineers to ensure effective technical support and team success.
- Serve as the primary point of contact for escalated technical support issues and resolve them promptly.
- Collaborate with cross-functional teams to improve IT processes, infrastructure, and user experience.
- Conduct audits and assessments of IT systems and implement corrective actions for improvements.
- Analyze support data to identify trends, recurring issues, and inform service enhancements.
- Coordinate with external vendors and service providers to resolve issues and ensure service level agreements are met.
- Provide technical training and knowledge-sharing to empower users and promote self-service capabilities.
- Deliver comprehensive technical support to internal users and executive team across various devices and networks.
- Maintain accurate documentation of IT systems, configurations, and troubleshooting procedures.
Requirements
- Four years of relevant work experience in an IT Support role.
- Two years of experience in a leadership or supervisory position managing a team of IT professionals.
- Ability to motivate and develop a diverse team of IT support engineers.
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Experience with Generative AI tools to support daily work with an understanding of Agentic AI and their application in enterprise environments.
- Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues either independently or collaboratively.
- Project management skills, with the ability to prioritize tasks, manage resources, and meet deadlines.
- Expertise in administering JIRA and Confluence, or similar issue tracking and collaboration tools.
- Experience in onboarding and offboarding processes, including provisioning and deprovisioning user accounts, hardware, and software.
- Ability to work calmly and methodically in high-pressure situations, such as critical system failures or time-sensitive IT issues.
- Experience in programming languages such as Python or Shell scripting, or other relevant scripting expertise.
- Great documentation skills, with the ability to create clear, concise, and comprehensive technical documentation, including user manuals, system guides, and standard operating procedures.
- Access to export-controlled information, with the ability to access all applicable export-controlled information without additional export licensing being required by the Bureau of Industry and Security and/or the Directorate of Defense Trade Controls.
Benefits & Perks
San Francisco salary range: 101,400 - 126,800 USD
Hybrid work schedule (work from San Francisco HQ at least 3 days per week)
Comprehensive Medical, Dental, and Vision plans
Health Savings Account (HSA) with company contribution
Generous Paid Time Off in addition to holidays and company-wide days off
16 Weeks of Paid Parental Leave
Wellness Program and Employee Assistance Program (EAP)
Home Office Reimbursement
Monthly Phone and Internet Reimbursement
Tuition Reimbursement and access to LinkedIn Learning
Equity
Commuter Benefits (if local to an office)
Ready to Apply?
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