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FigmaFigmaNew York, NY

Manager, IT Operations

Lead and develop the New York IT Operations team at Figma, driving roadmap execution, performance management, metrics dashboards, process improvements, cross-functional partnerships, procurement, and IT projects in a hybrid environment. Requires 5+ years IT support and 3+ years people management experience with SaaS tools like Okta, Google Workspace, and JAMF.

153k – 269k
Hybrid5+ YOEIT Support

About the role

What you'll do at Figma

  • Lead and develop IT Operations in New York Hub by coaching and supporting the New York IT Operations team and contractors
  • Roll up your sleeves on escalated issues to assist the team and create documentation, deploy new systems and processes to effectively scale
  • Build and maintain dashboards showing relevant helpdesk metrics (CSAT, SLAs, most common issues) to serve as a baseline for end-user support and overall IT performance. Use these metrics to identify root causes and create solutions
  • Proactively identify and address inefficiencies and bottlenecks within IT Operations (e.g. access requests, automations, lifecycle management)
  • Partner cross-functionally with teams across the business to understand their needs, solve problems and work towards common initiatives
  • Ensure the procurement of hardware and software aligns within budget and forecast costs to optimize financial planning and resource allocation
  • Lead and own IT projects from conceptualization to completion involving cross departmental collaboration

Requirements

  • 3+ years of experience leading a team of IT professionals with a wide variety of responsibilities
  • 5+ years of direct IT support experience
  • Experience working with remote teams, multiple offices, and different time zones
  • Ability to partner with both technical and non-technical collaborators on a global level and experience managing vendors and contractor workforces
  • Advanced knowledge administering Okta, Google Workspace, Zoom, Slack, JAMF and various other SaaS tools
  • Excellent communication and analytical skills with the ability to effectively prioritize and lead through complex situations

Skills

OktaGoogle WorkspaceZoomSlackJamfSaas ToolsIt SupportHelpdesk MetricsVendor Management

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