Senior IT Manager, Workplace Experience
Senior IT Manager, Workplace Experience
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Job Description
Aura is on a mission to create a safer internet. In a world where our lives are increasingly online Auras category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats and that number is growing rapidly. This is an exciting phase at Aura and our team of over 400 people worldwide is guided by a leadership slate thats successfully grown startups into multi-billion dollar organizations.
Come build with us!
About the Role:
You will lead the Service Desk the most public facing team in Aura IT. As part of this role you will help identify opportunities for improvement efficiencies and collaborate with Aura IT leadership and other business units throughout Aura to drive customer satisfaction to the next level. This role reports to the Director of IT and serves as a liaison between IT and other business units within Aura. To be successful in this position you must have a blend of technical soft and business skills with the ability and motivation to identify solutions that will create a more productive workplace.
Day to Day:
- Oversee the Service Desk function to ensure high quality support and a positive customer service experience for all Aura employees. This includes being the primary escalation point for critical IT issues impacting the workplace
- Develop the implementation monitoring and operational support for end user devices (including endpoint computing: laptop/desktop and mobile devices cloud/virtual PCs client security audio/video conferencing support OS configuration and patching Google productivity suite etc.)
- Mentor and develop Desktop Engineers and other workplace services personnel by guiding them in handling complex support issues and continuous improvement efforts
- Manage the IT Asset Management process for all Aura IT systems including database accuracy periodic review documentation system lifecycle and vendor management
- Manage sourcing contracts and ensure delivery of endpoint computing services to meet the service levels and KPIs while ensuring compliance with safety quality and security standards
- Develop and execute a long term roadmap for employee collaboration tools and services including training and awareness to enable adoption
- Develop and maintain documentation (budgets reports procedures etc.) and apply KPIs to demonstrate effectiveness efficiency and adherence to standards
- Champion suitable IT solutions by identifying gathering and analyzing business requirements then translating them into actionable plans
- Partner with the People team to design and implement technology-enabled office spaces
- Actively monitor and assess the value delivered by IT services and projects
- Identify opportunities for continuous improvement in IT service delivery
- Advocate for Aura business units needs within IT and promote ITs capabilities to the business
What you bring to the table:
- Bachelors degree in Computer Science IT or a related field (or equivalent work experience)
- 7 years of experience in relevant domain (Engineering Computer Science etc)
- 4 years leading and managing a technical support team
- Experience with digital workplace technologies (hardware Operating Systems services and SaaS tools VDI Desktop-as-a-Service conferencing services)
- Ability to develop and implement service excellence concepts
- High emotional intelligence (EQ) specifically being an active listener and communicator that can convey complex ideas in a clear concise manner both verbally and in writing to various levels of leadership
It would be great if you also had:
- Experience with both Jamf and InTune
- Strong background with structured IT support (ITIL preferred)
- Business development or similar role that frequently communicates with other business units
Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay generous health and wellness benefits retirement savings plans parental leave and much more!
Pay range for this position is $115000 - $165000 but may vary depending on job-related knowledge skills experience and location.
#LI-Remote
Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to and will not be discriminated against based on race color ancestry national origin religion age sex gender marital status sexual orientation gender identity disability status veteran status or any protected category. Beyond equal employment opportunity Aura is committed to being an inclusive community where all feel welcome.
Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability please let your Talent Acquisition Partner know.
Important privacy information for United States based job applicants can be found here.
Required Experience:
Manager
Employment Type
Full Time
