Americas West Service Desk Manager

Stripe

  • Seattle, WA San Francisco, CA
  • $128,900-193,300 per year
  • Permanent
  • Full-time
  • 8 hours ago
Who we areAbout StripeStripe is a financial infrastructure platform for businesses. Millions of companies-from the world's largest enterprises to the most ambitious startups-use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.About the teamStripe is growing rapidly and slated for continued growth. With rapid growth comes a large reliance on technology and technology support - not only onboarding new employees, but making sure they have the necessary tools and a stable technical platform to create their greatest impact going forward. We enable fellow Stripes by powering the tooling, services and infrastructure needed to enable our scale to increase the GDP of the internet.What you'll doWe're looking for an experienced and knowledgeable IT Leader to join us as the AMER West Help Desk Manager. This is a hands-on role that will continually assess the needs of our fellow Stripes, driving efficiencies and services that improve productivity. This role is focused on providing IT Services for Stripes/Contractors and Vendor partners in the US West Region. You'll be accountable for driving improvements and overseeing crucial functions such as end-user resource capacity planning (SW licensing/workstation and peripheral inventories/etc.) and hardware and software standards. We're looking for someone who is comfortable working as part of a globally distributed team and communicating with technical and non-technical users.Responsibilities
  • Lead 4+ individual contributors focused on delivering world class customer service technical support, travel and onsite requirements
  • Have an excellent understanding of computers (both hardware and software), and a willingness to learn and apply new technology
  • Possess superior technical aptitude, and the ability to deal patiently with people in a wide variety of situations
  • Possess strong analytical skills with demonstrated problem-solving ability
  • Have a proven ability to operate in high-pressure situations, successfully handle multiple priorities, and maintain a high level of discipline while remaining flexible
  • Drive automation across all your products
  • Bring a process-driven mindset to the team
  • Establish metrics to track the operational efficiencies of all Service Desk Operations Products
  • Build a strong network and influence effectively across the People team, IT, functional onboarding partners and Vendor partners
  • Resolve complex issues that may not be well documented, and apply your knowledge to improving and creating support procedures and documentation
Who you areWe're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.Minimum requirements
  • 2+ years Management experience and a proven history in IT Operations, Service Desk, Technology Support and Customer Service
  • Successful track record of delivering support to remote sites
  • Experience in leading or playing key roles in large cross-functional projects and delivering those projects on time and within guidelines
  • Ability to travel and work onsite
Preferred qualifications
  • You're a self-starter who loves to own things from start to completion. You make things happen and don't need to ask for permission first
  • A healthy skepticism for the status quo and an unwillingness to settle
  • An empathetic leadership style and have a strong self-awareness
Hybrid work at StripeOffice-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.Pay and benefitsThe annual US base salary range for this role is $128,900 - $193,300. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.Office locationsSouth San Francisco HQ, or SeattleTeamInfrastructure & Corporate TechJob typeFull time

Stripe