IT Team Lead

About the Team

As the new IT Team Lead at Miro youll spearhead our IT efforts in the US and JAPAC focusing on enhancing IT processes. Youll lead a skilled team driving improvements in service delivery and project execution including tool implementation and Jira optimization. Your role is key to navigating our upcoming office move and ensuring a seamless tech setup. This is a chance to significantly impact our IT process efficiency and security while fostering team growth and collaboration. Youll be instrumental in elevating Miros IT capabilities directly contributing to our mission of excellent IT service and organizational development. Join us to help shape a streamlined secure digital workspace at Miro.

About the Role

The main objective of the IT team is to streamline operations at Miro by delivering top-tier IT services ensuring minimal disruption and maximum efficiency for our global team as we continue to mature.

What youll do

• Team Leadership & Management: Lead mentor and manage a team of six IT support specialists responsible for providing L1 and L2 technical support. Conduct regular team meetings performance reviews and provide ongoing coaching and feedback. Foster a collaborative and positive team environment focused on continuous improvement
• Technical Support Oversight: Oversee the daily operations of the IT support team ensuring timely and effective resolution of all technical issues. Manage the help desk queue prioritize tickets and escalate complex issues as needed. Ensure adherence to service level agreements (SLAs) and established support protocols
• Project Management: Lead and participate in various IT projects including technology upgrades system migrations and new software implementations. Develop project plans allocate resources and ensure projects are completed on time and within scope
• Infrastructure & Operations: Ensure the reliability security and performance of the offices IT infrastructure including networks servers and endpoints. Manage user accounts permissions and access rights. Oversee the procurement deployment and lifecycle management of IT hardware and software
• Process Improvement: Identify opportunities to improve IT support processes and workflows. Develop and maintain IT documentation knowledge bases and standard operating procedures (SOPs)
• Stakeholder Communication: Serve as the primary point of contact for all IT-related matters within the office. Communicate effectively with internal stakeholders to understand their needs provide updates on ongoing issues and manage expectations

What youll need

• Proven Leadership Experience: At least 5 years of experience in IT with a minimum of 2 years in a leadership role managing IT teams and projects within organizations of 500 employees. Demonstrated ability to mentor guide and motivate a team towards achieving operational excellence
• SaaS Platform Expertise:Strong knowledge and hands-on experience with leading SaaS applications such as Google Workspace Atlassian products OKTA Slack etc. Ability to leverage these tools to improve business processes and team efficiency
• Exceptional Communication and Collaboration Skills: Outstanding ability to communicate complex IT concepts to non-technical stakeholders and collaborate effectively across different departments. Proven track record of building strong relationships both within and outside the IT team
• Strategic Problem-Solving:Demonstrated strategic thinking and problem-solving skills with the ability to prioritize and manage multiple tasks and projects simultaneously. Experience in implementing process improvements to enhance team productivity and operational efficiency
• Security and Compliance Awareness:A solid understanding of IT security principles especially in relation to SaaS applications including identity and access management data protection and compliance with industry standards

Whats in it for you

• 401k matching Competitive equity package
• Excellent Medical Dental and Vision health benefits
• Fertility & Family Forming Benefits
• Flexible time off
• Lunch snacks and drinks provided in the office
• Wellbeing benefit and WFH equipment allowance
• Annual learning and development allowance to grow your skills and career
• Up to $2000 of charitable donation matches each year