IT Site Support Manager

Profile

u003cpu003eu003cspan style=font-weight: 400;\u003eOver the past 15 years, we have seen a shift in the focus of business models across every industry – from selling physical products via one-time transactions to monetizing services via ongoing customer (aka subscriber) relationships. This is the “Subscription Economy” a phrase coined by our CEO, Tien Tzuo, he even wrote the book on it:u003c/spanu003eu003ca href=****style=font-weight: 400;\u003e u003c/spanu003eu003cemu003eu003cspan style=font-weight: 400;\u003eSubscribedu003c/spanu003eu003c/emu003eu003c/au003eu003cspan style=font-weight: 400;\u003e.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eCompanies have realized that the path to growth going forward is to establish direct, digital relationships with their customers, and monetize these relationships through an ever growing set of digital services.u003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eOur vision is simple:u003c/strongu003eu003cspan style=font-weight: 400;\u003e we call it “The World Subscribed.” It’s the idea that one day every company will join the Subscription Economy --u003c/spanu003eu003ca href=****style=font-weight: 400;\u003e u003c/spanu003eu003cspan style=font-weight: 400;\u003ea $1.5 Trillion opportunityu003c/spanu003eu003c/au003eu003cspan style=font-weight: 400;\u003e by 2025 according to UBS.u003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eOur mission:u003c/strongu003eu003cspan style=font-weight: 400;\u003e to power the world’s best companies to win in the Subscription Economy.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eu003cbru003eu003c/spanu003eu003cstrongu003eTHE OPPORTUNITY / u003c/strongu003eu003cstrongu003eYOUR MISSIONu003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eWe are looking for a self-motivated, enthusiastic IT Site Support Manager to join ouru0026nbsp; Zuora End User Services team.u0026nbsp; This individual is responsible for managing all operational aspects of the Global Site Services team. Additionally, they will play a key role in managing, measuring and monitoring our IT Incident, Major Incident, Request Fulfillment and Problem Management processes. This person will help identify, recommend, develop, implement and support cost-effective technology solutions and help drive opportunities for service improvement.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eThe ideal candidate will have an IT Service Management and Operations background. Critical is previous experience operating a successful End-User services organization with multiple offices around the world. This position requires a blend of hands on management experience including team performance management, and direct technical support experience.u003c/spanu003eu003cspan style=font-weight: 400;\u003eu003cbru003eu003c/spanu003eu003cspan style=font-weight: 400;\u003eu003cbru003eu003c/spanu003eu003cstrongu003eWhat You'll Be Doing:u003c/strongu003eu003cspan style=font-weight: 400;\u003eu003cbru003eu003c/spanu003eu003cspan style=font-weight: 400;\u003eu003cbru003eu003c/spanu003eu003cspan style=font-weight: 400;\u003eDuties in this role include:u003c/spanu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eSite Servicesu003c/spanu003eu003c/liu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eLead the Site Services team providing on-premise support in multiple global officesu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eDeliver on operational commitments, projects and other initiatives and tasks as required to meet the needs of the businessu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eCoach Team Members and manage team performanceu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eManage Major Incidents through to successful conclusionu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProvide support for incidents and requests that require on-premise resources or are otherwise unable to be resolved by the Global Service Desk.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eSupport 3u003c/spanu003eu003cspan style=font-weight: 400;\u003erdu003c/spanu003eu003cspan style=font-weight: 400;\u003e party on-site technicians as needed (telcos, workstation techs, other technical dispatches, etc.)u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eReport on team activities, successes, challenges and bottlenecks.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eHandle Site Services and other IT Team escalations as requiredu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProvide backup and overflow for Global Service Desku003c/spanu003eu003c/liu003enu003c/ulu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOn/Off-Boardingu003c/spanu003eu003c/liu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOversee the On-Boarding and ensure that all new staff have requested equipment on Day 1.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eEnsure that New Hire Orientations and Pre-Flight checks are conductedu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eManage off-boarding requests including physical asset recovery, and machine reimagingu003c/spanu003eu003c/liu003enu003c/ulu003enu003c/ulu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProductivity and Application Supportu003c/spanu003eu003c/liu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eG-Suite (Docs, Sheets, Slides, Mail, Calendar)u0026nbsp;u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eMicrosoft Office Suite (Word, Excel, Power Point, Outlook)u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOther workstation and cloud applicationsu003c/spanu003eu003c/liu003enu003c/ulu003enu003c/ulu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eCollaboration Tools and Conference Roomsu003c/spanu003eu003c/liu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAudio Video and collaboration hardware (cameras, screens, microphones)u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eConference Room schedulersu003c/spanu003eu003c/liu003enu003c/ulu003enu003c/ulu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAsset Managementu003c/spanu003eu003c/liu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOversee cradle to grave Hardware Asset Lifecycle Managementu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eKeep up-to-date records on all IT related hardware and maintain the inventory database and related recordsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eManage on-premise hardware inventoriesu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eEnsure software license complianceu003c/spanu003eu003c/liu003enu003c/ulu003enu003c/ulu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProject u0026amp; New Technology Supportu003c/spanu003eu003c/liu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAssist with documentation for Support Team members andu0026nbsp; IT customersu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProvide elevated post-launch supportu003c/spanu003eu003c/liu003enu003c/ulu003enu003c/ulu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eCommunicationsu003c/spanu003eu003c/liu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eCoordinate communications within IT and to the IT customer communityu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eDraft and send Major Incident communications as requiredu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eEnsure that business stakeholders are kept up to dateu003c/spanu003eu003c/liu003enu003c/ulu003enu003c/ulu003enu003cpu003eu003cstrongu003eWhat You Need for this Positionu003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003e7-10 years of hands on experience managing IT Helpdesk or Desktop Support functionsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProven track record of building out, training and leading an IT Support teamu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eMust be confident in your technical abilities and be able to communicate effectively with a non-technical end user communityu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExcellent customer service skillsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eHigh energy and ability to work independently in a very fast growth environmentu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExperience supporting a large 2,000 internationalu0026nbsp; heterogeneous environmentsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExtensive knowledge and hands-on experience with Mac and Windows systems, as well ask desktop/laptop and mobile device solutionsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eSolid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAbility to communicate effectively, verbally and in writing with all levels of an organizationu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExperience orchestrating Major Incident technical response and communicationsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eMust be able work in a Zuora office as requiredu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eMust have very good people skills, working directly with partners, stakeholders and end usersu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003ePossible participation in a rotation to provide after-hours, weekend, or holiday on-call coverageu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eMay require lifting or carrying equipment up to 25 lbsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eSome infrequent travel, including international, may be required.u003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eEducation and Certificationsu003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eMinimum AA degree in Information Systems, related field, or equivalent experienceu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eHDI Desktop Support Manager or HDI Support Center Manager highly desirableu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eITIL v3 or v4 Foundation or Service Operation a plusu003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eu003cbru003eu003c/strongu003eu003cstrongu003eBenefits*u003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eCompetitive compensation, company equity, and retirement programsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eMedical, dental and vision insuranceu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003ePaid holidays and “wellness” days and company wide winter breaku003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eGenerous, flexible time offu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003e6 months fully paid parental leaveu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eLearning u0026amp; Development stipendu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOpportunities to volunteer and give back, including charitable donation matchu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eFree resources and support for your mental wellbeingu003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu003cemu003eu003cspan style=font-weight: 400;\u003e*Specific benefits offerings may vary by countryu003c/spanu003eu003c/emu003eu003c/pu003enu003cpu003eu003cstrongu003eAbout Zuorau0026nbsp;u003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAs the Subscription Economy leader, Zuora empowers today’s innovative companies to nurture and monetize direct, digital relationships. Our award-winning multi-product portfolio now includes Zuora Revenue, Zuora Collect and Zuora Central Platform. More recently, we’ve added subscription experience platform Zephr to our family, further expanding our capabilities to serve as an intelligent hub that monetizes the complete quote to cash and revenue recognition process at scale.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eThrough our combination of technology and expertise, Zuora (NYSE: ZUO) helps more than 1,000 companies around the world, including BMC Software, Box, Caterpillar, General Motors, Penske Media Corporation, Schneider Electric, Siemens and Zoom nurture and monetize direct, digital customer relationships. Headquartered in Silicon Valley, Zuora operates offices around the world in the U.S., EMEA, APAC and LATAM.u003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003e“ZEO” Cultureu003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAt Zuora, we’re building an inclusive, high-performance culture that every ZEO wants to subscribe to. We want ZEOs at every level to feel valued, included, and inspired to innovate, connect and collaborate authentically as we pioneer the Subscription Economy. You’ll be empowered to think like an owner, take initiative and together, with the support of your team you’ll push each other to the next level and help transform business models everywhere.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eTo learn more visitu003c/spanu003eu003ca href=****style=font-weight: 400;\u003e u003c/spanu003eu003cspan style=font-weight: 400;\u003ewww.zuora.comu003c/spanu003eu003c/au003eu003c/pu003enu003cpu003eu003cstrongu003eZuora is proud to be an Equal Employment Opportunity Employer.u003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eThink, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eZuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eWe encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to ****3c/spanu003eu003c/pu003e}

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