Senior IT Support Manager

Wpromote; California; On-site; USD 100,000 - 130,000; Full time

Job summary

An established industry player is seeking a Senior IT Operations Manager to lead their technical support team. This exciting role involves managing daily operations, optimizing processes, and ensuring exceptional service delivery. The ideal candidate will have extensive experience in technical support management, a strong focus on customer service, and the ability to implement innovative solutions using low-code/no-code platforms. This position offers a hybrid work environment, promoting work-life balance and a collaborative culture. Join a team that values diversity and inclusion, and be part of a company recognized as a great place to work.

Benefits

Unlimited PTO

Flexible schedules

100% paid parental leave

401(k) matching

Medical, Dental, Vision, Life, Pet Insurance

Short Term Disability insurance

Annual Class Pass credits

Extended Holiday break (Winter)

Qualifications

• 8+ years in technical support management with proven leadership.
• Proficiency in low-code/no-code platforms and IT service management.

Responsibilities

• Oversee IT support team and drive continuous improvement in service delivery.
• Develop and implement scalable technical support policies and procedures.

Skills

Leadership

Communication

Business Analysis

Problem-Solving

Customer Service

Technical Support Management

Low-code/No-code Platforms

Agile Methodologies

Education

Bachelor's degree in Computer Science

Advanced degree in Computer Science (Nice to Have)

Tools

Zapier

Retool

Google Apps Script

JavaScript

ITIL

Kandji

HappyFox

Asana

Slack

Jira

Google Cloud Platform (GCP)

Job description

The Role:

The Senior IT Operations Manager oversees the day-to-day operations of the technical support team, ensuring seamless and efficient IT support services across the organization. This role involves managing a team of IT professionals, developing support strategies, and driving continuous improvement in service delivery. The Associate Director will collaborate with cross-functional teams to resolve technical issues, implement new technologies, and provide exceptional customer support. Additionally, the role focuses on aligning IT support services with business goals, optimizing processes, and ensuring the successful operation of IT systems to enhance organizational performance.

This position follows a hybrid setup, requiring on-site presence at our El Segundo, California office minimum 3+ days a week.

At Wpromote, we believe that great work is only possible with great people. Our goal is to build a better, more inclusive work environment and support our people at every stage of their careers by prioritizing a strong work-life balance through our policies and benefits listed below. As a Best Place to Work according to both Ad Age and Glassdoor and Adweek’s Fastest Growing Digital Agency, we are moving fast to expand our teams and bring new experts into the fold to keep pushing the boundaries of what’s possible in marketing.

We offer:

• Remote-first culture
• Unlimited PTO
• Extended Holiday break (Winter)
• Flexible schedules
• 100% paid parental leave
• 401(k) matching
• Medical, Dental, Vision, Life, Pet Insurance
• Sponsored life insurance
• Short Term Disability insurance and additional voluntary insurance
• Annual Class Pass credits and more!

The anticipated annual salary for this role will range from $100,000 - $130,000, based on consideration of a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, education and certifications, competitive benchmarks, scope of responsibility, market dynamics, geographic location, and respective state’s salary threshold for exempt employees. At Wpromote, pay ranges are subject to change and are based on specific market medians for similar jobs according to third-party salary benchmark surveys. Individual pay within that range can vary due to skills, experience, and available budget. The total compensation package for this role will include benefits (listed above).

*This role will primarily support our onsite needs at the Los Angeles office, where you can join in on learning and development opportunities, fun events, take advantage of a space to work, and collaborate in person!

**This position is not eligible for immigration sponsorship.

You Will Be:

• Guiding and inspiring our technical support team, fostering a culture of excellence in problem-solving and customer service.
• Willing to be hands-on in the beginning while building up the team.
• Developing and implementing scalable, enterprise-wide technical support policies and procedures, ensuring best practices are documented and followed.
• Working closely with various departments to align business needs with robust technical support strategies.
• Evaluating, implementing, and deploying scalable enterprise software solutions that align with the evolving needs of a rapidly growing and dynamic company.
• Harnessing the power of low-code and no-code platforms to address business challenges and seamlessly integrate SaaS solutions.
• Manage the IT Support team. Mentoring and upskilling team members, transforming them from ticket handlers into strategic business analysts.
• Overseeing contractor engagements, from developing requirements to stakeholder communication and project monitoring.
• Cultivating and maintaining strong relationships with technology vendors and service providers.
• Utilizing advanced metrics and analytics to continually improve support operations and drive efficiency.
• Creating insightful reports and dashboards to keep management informed on operational support health.
• Staying at the forefront of emerging tech trends, positioning the team for future challenges and opportunities.

You Must Have:

• Bachelor's degree in Computer Science, Information Systems, or equivalent work experience.
• 8+ years of experience in progressive technical support management.
• Demonstrated success in leading and optimizing technical support operation.
• Exceptional leadership, communication, and interpersonal skills.
• Proven expertise in business analysis methodologies.
• Proficiency with no-code/low-code platforms (e.g., Zapier, Retool, Google Apps Script, JavaScript).
• Experience with IT service management frameworks such as ITIL.
• Comprehensive understanding of diverse technology ecosystems, including Macs, Google Workspace, Kandji (or similar MDM software), HappyFox (or similar ticketing solutions), and working knowledge of Asana, Slack, Jira, GCP.
• Previous leadership role within a technical support department.
• Familiarity with Agile frameworks such as Scrum and Kanban.

Nice to Have:

• Advanced degree in Computer Science or related field.
• Experience with IT security and compliance.

Wpromote is committed to bringing together individuals from different backgrounds and perspectives, providing employees with a safe and welcoming environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Wpromote.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS.