IT Helpdesk Manager, SpotOn
$115-148k
+ Company stock plan
5 days a week in office
Point-of-sale software and payment processing
Be an early applicant
Point-of-sale software and payment processing
1001+ employees
Be an early applicant
$115-148k
+ Company stock plan
5 days a week in office
1001+ employees
Company mission
To empower small businesses to succeed and grow, by giving them access to cutting-edge payment and software solutions.
Role
Who you are
- Highly organized, with the ability to manage multiple priorities in a dynamic and fast-changing environment
- Proven ability to build processes that improve quality, accountability, and timely turnaround of helpdesk issues
- In-depth knowledge of Okta Identity and Access Management, including user provisioning, MFA, and SSO configurations
- Advanced knowledge of Google Workspace (Gmail, Google Drive, Google Apps, Calendar) and its administration
- Strong expertise in desktop hardware support (Windows and MacOS), including imaging, troubleshooting, and repair
- Hands-on experience with VoIP systems (e.g., DialPad, TalkDesk, Zoom Phone, or other VoIP platforms)
- Experience with Active Directory, network troubleshooting, and system monitoring tools
- Expertise in IT service management (ITIL), incident management, and helpdesk tools (e.g., ServiceNow, JSM)
- Strong US English verbal and written communication skills (multi-lingual preferred)
- 5 years of experience in IT support or helpdesk roles, with at least 2 years in a management or supervisory position
- 4 year with Google Workspace or similar service
- Multilingual (Spanish, Polish, or Vietnamese preferred)
- High school diploma or better
- IT certifications (e.g., CompTIA A+, Okta Certified Administrator, Google Workspace Administrator) preferred
- ITIL v4 Foundation recommended
What the job involves
- The IT Helpdesk Manager oversees the Helpdesk team to ensure prompt and efficient IT support
- This role will ensure the helpdesk team delivers high-quality technical support and customer service across the organization
- They work with the Helpdesk team to ensure tickets are addressed in an accurate, timely, and quality manner
- Also critical is the review of work performed to ensure accuracy and improve the quality of the Helpdesk work
- They address the personnel and technical issues to ensure a productive Helpdesk team
- Lead, mentor, and develop a team of helpdesk support professionals to ensure high levels of performance, engagement, and customer satisfaction
- Manage day-to-day operations of the IT helpdesk, ensuring timely response and resolution of all incidents and service requests
- Foster a collaborative and service-oriented culture within the IT support team
- Monitor and manage ticket queues, ensuring compliance with Service Level Agreements (SLAs) and Objectives and Key Results (OKRs)
- Use metrics to inform business decisions, ensuring IT support strategies are data-driven and focused on delivering value to the organization
- Lead efforts to continuously improve helpdesk processes, systems, and workflows, ensuring maximum efficiency and user satisfaction
- Work closely with other IT teams (Infrastructure, Security, Networking) to resolve technical issues and ensure seamless IT operations across the organization
- Promote awareness of IT services, tools, and policies within the organization to enhance user adoption and minimize technical issues
Our take
SpotOn is an end-to-end software and payment platform that provides businesses with a range of payment options, from simple mobile payments to fully integrated restaurant management systems, fueling growth and supporting business evolution, with its innovative, future-proof tools.
The company’s ecosystem of intuitive software, point-of-sale, and payment solutions serves businesses of all sizes from a range of industries, from local family restaurants to Major League Baseball Stadiums. From its flagship SpotOn Restaurant to its latest SpotOn Retail, the company provides tools that manage scheduling, analytics, custom website development, compliance, and omnichannel capabilities.
As a triple unicorn company, SpotOn has seen substantial growth since being founded in 2017, completing numerous funding rounds and consistently delivering new product capabilities and expanded offerings. SpotOn continues to focus on the further development of technology products as it expands its market reach within the retail, food, and hospitality sectors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
31% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2022
$300m
SERIES F
Sep 2021
$300m
SERIES E
Total funding: $915m
Company benefits
- Medical, Dental and Vision Insurance
- 401k with company match
- Stock Options
- Paid vacation, 11 company holidays, sick time, and volunteer time off
- Headspace membership for guided meditation and stress relieving tools through the Sequoia App
- Employee Resource Groups for Diversity and Inclusion, Women, LGBTQIA+, and other communities
- Desk, Chair and Monitor needed for your home office? We got you
- Monthly cell phone and internet stipend
- Unlimited access to virtual audio and visual workouts through the Sequoia App
- Subscription to Linkedin Learning to expand your knowledge on all kinds of fun topics
- Tuition reimbursement for up to 2k per calendar year to assist with classes of your choice
Company HQ
Financial District, San Francisco, CA
Leadership
Doron Friedman
(Managing Director)Having studied at the Wharton School, spent almost 11 years at Arroweye Solutions, rising to the position of CEO. Co-founded SpotOn in 2011, and was initially the company's co-CEO. Since 2017 has been Managing Director.
Matthew Hyman
(Managing Partner)Founded CardPayment Solutions in 2000, spending 5 years managing the company before starting CentralPayment Corp. After that co-founded SpotOn with Doron, working since 2017 as Managing Partner.
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