IT Support Lead, Upstart

• This role is ideal for someone who thrives in fast-paced environments, has experience supporting VIP end users, and can lead cross-functional projects across IT infrastructure, AV services, and core IT operations
• 3+ years of experience in IT service delivery, operations, or customer service roles with emphasis on Mac technical support
• 3+ years of work experience in second and third level support of systems such as Okta, Google Workspace, Atlassian, Slack, JAMF, Zoom, Palo Alto Networks, Cisco Meraki
• 2+ years experience working in a SaaS-based environment with duties related to managing access to systems
• 2+ years experience supporting video conferencing systems and live events
• Experience with leading and driving impactful business projects
• Great customer service attitude with excellent written and verbal communication skills
• Strong aptitude for logical thinking; capable of prioritizing activities to deliver results with great attention to detail
• Experience working with external vendors for services and support
• Ability to work independently, handle multiple priorities, determine requirements and run your own large scale projects

Desirable

• Our IT Department manages support, projects, and initiatives for technology at Upstart. One of the functions of the IT department is the end user services team that consists of Support Analysts and Engineers
• The End User Services function is looking for an IT Support Lead that will drive and support IT roadmap projects
• As an IT Support Lead at Upstart you will be responsible for being the main point of escalation for support analysts and business partners
• You will have company wide impact running large projects with significant complexity
• This team operates on the East/West Coast time zones
• Invaluable resource to the company and the team in proactively identifying problems and recommending solutions
• Identify and report on IT metrics to make decisions based on data
• Provide exceptional support for senior leaders and business meetings
• Responsible for onsite and remote support for our end users and immediate IT team. Various methods of communication will be used, including tickets, Slack, and email
• Serve as a technical escalation point for the IT support team, mentoring junior staff and promoting best practices
• Optimize and provide backup for all areas related to support analyst processes including but not limited to onboarding, offboarding, device management, event support, and access requests
• Manage KB articles and other documentation to provide best practices for our technology
• Engaging with stakeholders to identify problems, gather requirements, propose and implement solutions
• Resolve escalated issues with Upstart’s important internal system including Okta, Jamf, GSuite, Atlassian, Slack, Zoom, Global Protect etc
• Engage with various internal teams such as information security to help identify and resolve vulnerabilities
• Proactively engaging leadership regarding major incidents and project progress
• Lead and execute IT projects, including office buildouts, AV system upgrades, infrastructure improvements, and process automation initiatives
• Update and oversee documentation related to all configurations and processes
• Scheduled On-Call responsibilities to monitor and support work stoppage situations