IT Operations Manager

Summary

Join ZipRecruiter's IT team as Manager of IT Operations, leading support for 1000+ hybrid employees across multiple locations. You will manage the IT Support team, ensuring professionalism, adaptability, and continuous improvement. Responsibilities include hiring, training, and evaluating technicians, managing the ticketing system, and cultivating a growth mentality. The role requires strong technical skills, experience in remote and in-person support, and team management expertise. This is a hybrid position requiring on-site presence in Santa Monica multiple days a week. ZipRecruiter offers a competitive compensation and benefits package, including flexible vacation and paid time off, and an employer-matched 401(k) plan.

Requirements

• Ability to work in our Santa Monica office multiple days a week
• 6+ years of experience in a helpdesk function, 2+ years as a manager
• Strong technical background - broad adaptability to new approaches is more applicable than certifications or in-depth expertise of a singular technology
• Strong critical thinking approach and the ability to mentor the team in the same direction
• Experience providing technical support remotely and in-person
• Team management experience - objective evaluation, performance management
• Windows and macOS expertise - including troubleshooting drivers, conflicts, and resource contention

Responsibilities

• Manage the IT and Communication Support Team while communicating consistently with leadership across the business to identify areas of improvement
• Hire, train, evaluate, and support technicians in IT and communications technology
• Own the ticketing system to ensure SLA’s are met and solutions are appropriate, and motivating the team to complete larger-scope projects in addition to task-oriented tickets
• Cultivate a growth mentality and eagerness to adapt new technologies and approaches as we collectively learn how to deliver the best tools and services to a diverse user population. This includes balancing expansion into unfamiliar territory against speed of delivery
• End-to-end ownership mentality: assigned tasks are addressed thoroughly, anticipating likely next steps, thinking through gaps in directives, and fostering continuous improvement and collaboration with customers
• Provide self-serve documentation and training for end-users

Preferred Qualifications

• Enthusiasm for keeping up with emerging tech – hands-on familiarity with open source, appetite to tinker, and a pulse on emerging and fading trends in industry
• Customer service-oriented with rigorous documentation and problem-solving attitude
• Team development experience - identifying competency gaps and addressing through training and mentorship
• Networking experience - DNS, wireless networking, home office troubleshooting
• Software as a Service administration experience - authentication, license management
• Contractor management experience

Benefits

• Competitive compensation
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan