Responsibilities:
Build and scale cross-organizational IT processes, including onboarding, offboarding, inventory management, and software management.
Champion Robin and our platform internally, driving our IT org to be our #1 customer and proof point for what AI-first IT management can do.
Lead AI adoption and deployment within the team and across us.
Take full ownership of our technology stack (Google Workspace, Okta, Slack, Zoom, Kandji, Intunes, Office 365) to improve organizational productivity.
Continuously evaluate, implement, and improve our own product within the team.
Data-driven management by monitoring ITSM metrics and maintaining team KPIs.
Enforce IT security standards and compliance in accordance with global guidelines and our internal security protocols.
Manage vendor relationships and service associate agreements.
Take full ownership of the IT budget and procurement to ensure responsibility and resource optimization.
5+ years of experience managing IT teams in high-tech companies – Required.
Proven experience leading and developing IT support teams in a fast-paced environment.
Strong service-oriented mindset with excellent verbal and written communication skills.
Proven experience defining, measuring, and improving ITSM KPIs, including SLA, CSAT, and resolution time.
Strong technical foundation with deep knowledge of networking and enterprise IT infrastructure.
Experience working with information security best practices and security-related processes.
Excellent analytical, troubleshooting, and problem-solving skills.
Hands-on experience with SaaS, IaaS, and PaaS environments.
Experience managing mixed Windows and macOS environments.
Proven experience designing and implementing cross-functional IT processes and workflows.
Excellent stakeholder management and customer service skills.
Strong organizational and time management skills, with the ability to prioritize multiple initiatives in a dynamic environment.
Fluent English, both written and verbal – Required.
Experience working with global teams – Required.
