Manager, Desktop Support
Manager, Desktop Support
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Job Description
Your Opportunity
New Relic is searching for a Manager to join our growing IT Support team. This role will report to the Senior Manager of IT Support and serve as a Manager to our growing team of highly skilled support team members.
The ideal candidate will possess exceptional leadership abilities a high level of technical expertise and excellent English communication skills. You will be responsible for troubleshooting complex technical issues mentoring team members and implementing IT solutions that enhance efficiency and performance.
Ideal candidates have proven experience managing in-office technical teams comprised of system administrators and tier 2/3 IT desktop and A/V support. Collaborating with the rest of IT leadership and our stakeholders youll help design and be responsible for implementing our next generation of tooling and endpoint user experience.
Responsibilities
In this role you will lead a team of IT Support Technicians passionate about IT and operational excellence.
This is a mainly office based role which means you will work out of our Hyderabad office a minimum of three days per week (Tue/Wed/Thurs). You will also provide remote support to New Relic employees globally. Day-to-day responsibilities will include the following:
- Provide an IT leadership presence in office to IT Support staff and related escalations
- Partner with IT Leadership on OKRs and achieving team objectives
- Provide event & meeting support via Zoom
- Install configure and troubleshoot software packages including operating systems desktop software and custom applications
- Ensure accurate inventory of hardware assets
- Maintain a high level of service and support using JSM ticketing system
- Collaborate with external partners like Security and Facilities
- Participate in a global emergency on-call rotation
Your Qualifications
- 3 years as a people manager or lead of a technical team
- 5 years as an individual contributor on an IT operations or engineering team
- Deep expertise with SaaS applications (eg. Google Workspace Okta Zoom Slack JSM)
- Familiarity with generative copilot platforms (Moveworks)
- Network knowledge and troubleshooting
- Familiarity with JAMF Pro and CrashPlan
- Strong soft skills (eg. critical thinking creative problem solving leadership etc.)
- Demonstrate empathy and a desire to provide a first-class end-user experience
- Exhibit passion and motivation for new technology and learning
- Demonstrate ability to work both independently and as a member of a team
Desired Qualifications
- Apple Certified Macintosh Technician (ACMT) certification
- Apple Certified Support Professional (ACSP) certification
- Google Workspace certification
- ITIL Certificate
- Google IT Support Professional certification
- Comfortable using a command line
- Familiarity with a scripting or coding language (Python Bash Javascript Java)
Were looking for bold and passionate people to be a part of our mission to create more perfect software. Wed love to have you apply even if you dont feel you meet every single requirement. Whats most important to us is finding authentic and accountable people who feel connected to our mission and values not just candidates who check off all the boxes.
We believe in empowering all Relics to achieve professional and business success through a workforce model called Flex First. The Flex First model allows us to work in a variety of workplaces that best support our success including fully office-based fully remote or a combination of both.
Fostering a diverse welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best most authentic selves to work every day. We celebrate our talented Relics different backgrounds and abilities and recognize the different paths they took to reach us including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. Were looking for people who feel connected to our mission and values not just candidates who check off all the boxes.
If you require a reasonable accommodation to complete any part of the application or recruiting process please reach out to .
We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success including fully office-based fully remote or hybrid.
Our hiring process
In compliance with applicable law all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.
We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including but not limited to theSan Francisco Fair Chance Ordinance.
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.
Candidates are evaluated based on qualifications regardless of race religion ethnicity national origin sex sexual orientation gender expression or identity age disability neurodiversity veteran or marital status political viewpoint or other legally protected characteristics.
Review our Applicant Privacy Notice at Experience:
Manager
Employment Type
Full Time
Key Skills
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