Senior IT Service Desk Engineer, ezCater
$88-111k
+ Stock options
More information about location
1-3 days a week in office
Online marketplace for business catering
Be an early applicant
Online marketplace for business catering
501-1000 employees
Be an early applicant
$88-111k
+ Stock options
More information about location
1-3 days a week in office
501-1000 employees
Company mission
To provide businesses with access to high-quality and fast corporate catering, 24/7.
Role
Who you are
- For this role, we are looking for candidates with strong interpersonal skills, who enjoy cupcakes, and are able to successfully work on a team
- 4+ years in a Helpdesk / End User Support or similar role
- A passion for solving technical problems and a desire to help others
- A friendly and outgoing personality
- An ability to conceptualize and implement new solutions that improve the experience of our employees and the IT team members that support them, with a focus on scalability and automation
- An ability to own the resolution of reported issues through to completion
- Strong attention to detail and a commitment to continuous improvement in service desk operations
- Proven experience in designing, implementing, and optimizing Okta workflows for identity and access management, including application integrations and lifecycle management
- Demonstrated experience in building automation solutions (e.g., scripting with PowerShell, Python, or similar; using automation tools) to improve IT service delivery
- A strong track record of identifying inefficiencies and successfully implementing process improvements within an IT service desk environment
- Experience in leading, mentoring, and coaching junior IT service desk engineers, with a focus on skill development and team performance
- Experience in providing support for an endpoint fleet of Mac & Windows via JAMF & NinjaOne
- Supported Google Apps (Google Workspace) environment
- Supported modern enterprise SaaS platforms (Slack, Okta, Google, Zoom, O365, Jira)
- Working knowledge of Zoom Room Video Conferencing
- Flexibility in working hours generally from 9am-5:30pm local time and part of an off hours on-call rotation
- Ability to work from the Boston office 1-3 days per week
What the job involves
- As a Senior IT Service Desk Engineer, you will be instrumental in optimizing our technology experience through proactive problem-solving, process enhancements, and automation
- You'll empower ezCater business units by ensuring smooth, highly performant technology, fostering a dynamic and collaborative culture, and adapting to our fast-growing company's evolving needs
- You will play a key role in identifying and implementing efficiencies to improve the overall service desk operation and user experience
- EzCater is an agile, dynamic culture that fosters and encourages cross-team collaboration and requires the ability to be flexible and adapt to the ever-changing work priorities and requirements as we are a fast-growing company
- As a Senior IT Service Desk Engineer you will support a hybrid workforce with some people in the office and others remote, so great communication skills (written, verbal, and presentation) are incredibly important
- Triage and prioritize requests for service desk tickets ensuring that the business users have clarity and transparency into the process for resolution
- Monitor a Tier two queue for ticket escalations
- Identify trends in client inquiries and proactively recommend and implement innovative solutions to better the employee experience, including process improvements and automation opportunities
- Develop and implement automation scripts and tools to streamline service desk operations and reduce manual effort
- Lead initiatives to improve and document service desk processes, focusing on efficiency and user satisfaction
- Design, implement, and optimize Okta workflows for employee lifecycle management (onboarding, offboarding, access changes) and ensure secure and efficient access to applications
- Troubleshoot and resolve complex Okta-related issues, including application integrations
- Monitor and make recommendations for improving department and team SLA’s
- Support on-site and remote company meetings
- Lead, train, mentor, and coach junior members of the IT Service Desk, fostering their professional development and ensuring adherence to best practices and department policies
- Lead and manage critical IT Service Desk projects, including those focused on Okta enhancements, process optimization, and automation, collaborating cross-functionally to achieve strategic objectives
- Conduct day one new hire training of ezCater employees
Application process
- Please have fun with the Cover Letter portion of the application!
- It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ezCater and the role, and highlighting anything else you think we should know!
Our take
ezCater is an online marketplace app that provides catering options for businesses, working with food providers who enter their menus onto the app for customers to browse. ezCater sends each store its orders and handles customer service whilst the food providers fulfill the orders.
ezCater profits by charging a small commission on all orders that restaurants fulfill. The company counts JLL, RingCentral and the San Francisco 49ers among its customers. It previously fuelled expansion through acquisitions such as online catering platform GoCater in 2018 and MonkeySoft Solutions in 2019.
ezCater has enjoyed strong growth so far, in part by focusing on meal deliveries to a growing hybrid workforce as an employee benefit. It has been eyeing an IPO for some time, though these plans are yet to come to fruition. In the meantime, it has continued to develop its technology and unveiled a new supplier diversity program to uplift small businesses owned by underrepresented groups.
Steph
Company Specialist at Welcome to the Jungle
Insights
26% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Dec 2021
$100m
SERIES D
Apr 2019
$150m
SERIES D
Total funding: $433.9m
Company benefits
- Unlimited Vacation
- Stock Options
- Medical & Dental Insurance
- Subsidized MBTA Passes
- 401k Match
- Stocked Kitchen
- Company Outings
- Parental Leave
- Cupcakes
Company HQ
Financial District, Boston, MA
Leadership
Stefania Mallett
(Director)Former CEO of the company. Studied at MIT before spending 20 years in leadership positions at firms including IntraNet, Taskmail, More than Words, and InSite Marketing Technology.
Salary benchmarks
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