Evolve is hiring a
Senior Manager IT Help Desk

Summary

The job is for a leadership role in Information Technology Engineering and Security at Evolve, a rapidly-growing vacation rental company. The role involves managing a team that provides 24/7 technology support, leading IT projects, overseeing all IT assets, serving as a liaison between teams, providing metric-driven reporting, and building a culture of continuous improvement.

Requirements

• 8+ years of experience managing critical technology supporting employee experience
• 3+ years experience as a people leader

Responsibilities

• Support, manage, mentor, and motivate a team that provides best-in-class 24/7 first-line technology support for Evolvers
• Manage the in office Evolver technology experience, including conference room technology, workspaces and in office support for Evolvers
• Lead and ensure the success of key Evolver technology experience & People technology projects
• Provide leadership and direction ensuring that ticket priorities and SLAs are established, met and measured
• Oversee all IT assets, Onboarding & Offboarding requirements
• Serve as the lead representative and liaison between the People team, IT, external vendors and other stakeholders for required updates and maintenance
• Provide metric driven reporting, available on a weekly and monthly basis, to communicate helpdesk performance and show improvements to business workflows
• Build a culture of continuous improvement - analyze work and tickets, find ways to reduce tickets, promote self-service, and update documentation & procedures to gain efficiency
• Build and maintain an outsourced staff augmentation relationship for ticket support outside of normal business hours

Preferred Qualifications

• Passion for making data-driven decisions, optimizing performance and reduction friction in the Evolver experience
• A sense of urgency and commitment to deliver without sacrificing quality or Evolver experience
• Highly organized, detail-oriented, and can manage multiple competing priorities while continuing to advance critical initiatives
• Self-assured and have a high tolerance for ambiguity and shifting priorities in a fast-paced environment
• Ability to gain trust through effective communication and delivering on commitments
• Experience with Applications such as JIRA, Google, etc
• Experience supporting a large user base of 800+ teammates
• Ability and willingness to learn about new applications and hardware

Benefits

• Industry competitive pay, including equity in the company for all Evolvers
• 401(k) with a 4% match that vests immediately
• 6 weeks of paid parental leave for birth and non-birth parents
• Infertility coverage
• Child care discounts and locator support
• Pet insurance to cover your furry children
• Comprehensive health plans that include a 100% employer-paid option for Evolver-only enrollment
• 100% employer-paid dental and vision for Evolver-only enrollment
• 8 free mental health visits
• Generous PTO, sick, holidays, and a personal holiday to celebrate what’s more important to YOU
• Annual Evolve travel credit after 1 year
• Discounts to stay at Evolve properties
• World class onboarding programs
• Learning and development opportunities