Senior IT Support Manager, Wpromote
$100-145k
More information about location
3+ days a week in office (El Segundo, CA)
Digital marketing firm specializing in customer acquisition
Be an early applicant
Digital marketing firm specializing in customer acquisition
501-1000 employees
Be an early applicant
$100-145k
More information about location
3+ days a week in office (El Segundo, CA)
501-1000 employees
Company mission
To drive transformational growth for brands who Think Like A Challenger.
Role
Who you are
- Bachelor's degree in Computer Science, Information Systems, or equivalent work experience
- 8+ years of experience in progressive technical support management
- Demonstrated success in leading and optimizing technical support operation
- Exceptional leadership, communication, and interpersonal skills
- Proven expertise in business analysis methodologies
- Proficiency with no-code/low-code platforms (e.g., Zapier, Retool, Google Apps Script, JavaScript)
- Experience with IT service management frameworks such as ITIL
- Comprehensive understanding of diverse technology ecosystems, including Macs, Google Workspace, Kandji (or similar MDM software), HappyFox (or similar ticketing solutions), and working knowledge of Asana, Slack, Jira, GCP
- Previous leadership role within a technical support department
- Familiarity with Agile frameworks such as Scrum and Kanban
Desirable
- Advanced degree in Computer Science or related field
- Experience with IT security and compliance
What the job involves
- The Senior IT Operations Manager oversees the day-to-day operations of the technical support team, ensuring seamless and efficient IT support services across the organization
- This role involves managing a team of IT professionals, developing support strategies, and driving continuous improvement in service delivery
- The Associate Director will collaborate with cross-functional teams to resolve technical issues, implement new technologies, and provide exceptional customer support
- Additionally, the role focuses on aligning IT support services with business goals, optimizing processes, and ensuring the successful operation of IT systems to enhance organizational performance
- Guiding and inspiring our technical support team, fostering a culture of excellence in problem-solving and customer service
- Willing to be hands-on in the beginning while building up the team
- Developing and implementing scalable, enterprise-wide technical support policies and procedures, ensuring best practices are documented and followed
- Working closely with various departments to align business needs with robust technical support strategies
- Evaluating, implementing, and deploying scalable enterprise software solutions that align with the evolving needs of a rapidly growing and dynamic company
- Harnessing the power of low-code and no-code platforms to address business challenges and seamlessly integrate SaaS solutions
- Manage the IT Support team. Mentoring and upskilling team members, transforming them from ticket handlers into strategic business analysts
- Overseeing contractor engagements, from developing requirements to stakeholder communication and project monitoring
- Cultivating and maintaining strong relationships with technology vendors and service providers
- Utilizing advanced metrics and analytics to continually improve support operations and drive efficiency
- Creating insightful reports and dashboards to keep management informed on operational support health
- Staying at the forefront of emerging tech trends, positioning the team for future challenges and opportunities
Our take
Digital marketing campaigns are essential for scaling a business and acquiring new customers. Modern campaigns favor the use of proprietary data, but the siloed nature of existing marketing firms presents limitations, with strategies focussing too heavily on blindly meeting KPIs as opposed to providing accurate and optimized data insights.
Wpromote provides digital marketing services specializing in customer acquisition; aiming to provide holistic, customer-centric, omnichannel campaigns that maximize the efficacy of proprietary data. This is achieved through the platform Polaris, which features predictive modeling and other data analysis tools to extract actionable insights from otherwise siloed, inaccurate and inefficient data.
Whilst the company faces competition from digital marketing firms focused on future-proofing proprietary data, the company has a uniquely transparent approach in identifying the inefficiencies of its competitors and promising to solve them. Wpromote has made strategic acquisitions and been recognized as an innovator in the space, as well as gathering investment that it is using to accelerate growth and expand its offerings.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Company benefits
- Unlimited PTO
- Half-day Fridays every Friday
- 3 different medical plans to suit your needs, including a plan under $10 per month, as well as dental, vision, disability, and life insurance
- 401(k) with company matching
- Free, confidential Employee Assistance Program
- Free weekly virtual workout classes
- 100% paid parental leave policy for birth, adoption, and foster placement
- Medical and dependent care FSAs
- Wprotege mentorship program
- LinkedIn learning and access to internal training and development
- Organizational transparency - our c-suite and senior leadership are easily accessible to all employees, they share business updates, and recognize top employees through a monthly all-hands and a weekly CEO message
- Virtual experiences, from Slack cooking challenges to trivia tournaments and employee awards
Company HQ
El Segundo, CA
Leadership
Michael Mothner
(Founder & Board Member)Co-founder of CouponPal from 2010 to 2013. Co-founder of ScanDigital.com from 2007 to 2015.
Andrea Bendzick
(CEO)Previously CEO and President at Astreya, where they were also COO and CFO in prior years. Also worked at NTT Data Americas as CFO and SVP of Global Operations and Transformation.
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