Manager of IT Operations, Figma

• We are looking for someone with a proven record leading a technical and cross-functional team in a fast-paced environment
• 3+ years of experience leading a team of IT professionals with a wide variety of responsibilities
• 5+ years of direct IT support experience
• Experience working with remote teams, multiple offices, and different time zones
• Ability to partner with both technical and non-technical collaborators on a global level
• Advanced knowledge on Okta, Google Workspace, Zoom, Slack, JAMF and various other SaaS tools

Desirable

• Figma is looking for a Manager, IT Operations to lead our New York team
• You will drive and execute against the team’s roadmap, handle performance management, SLA's, provide leadership with relevant metrics and serve as an escalation point for the team
• Build a collaborative and supportive environment for the NY support team, serving as a leader not only by mentorship but also by rolling up your sleeves and supporting the team as necessary
• Proactively identity and address inefficiencies and bottlenecks within the employee lifecycle (e.g. onboarding, offboarding, access requests)
• Partner closely with key collaborators across the business to understand their needs and work towards common initiatives
• Build and maintain dashboards showing relevant metrics (CSAT, SLAs, response / resolution time) to serve as a baseline for employee performance and overall IT performance. As a data-driven leader you’ll use these metrics to identify root causes of issues and find solutions
• Ensure the procurement of hardware and software aligns within budget and forecast costs to optimize financial planning and resource allocation
• Lead IT projects from conceptualization to completion involving cross departmental collaboration