Title: Manager, IT
Location: Austin, TX (hybrid) or Dallas, TX (Hybrid)
Reports To: Director, Information Technology
About you: You will be a customer service and support evangelist, leading our support team while also assisting our customers via in person walkup, support tickets, email, and chat. You will work closely with the Director of IT to drive team direction and make continuous improvements to our internal tools, documentation, and processes that directly impact the business.
You love building relationships with customers, business partners, and IT team members alike. You have an extensive background in leading projects and teams, utilizing metrics to drive change, and are passionate about providing the best customer service experience possible. You are also passionate about mentorship and providing direct constructive feedback for continued development.
What You'll Do:- Leverage AI tools to innovate and improve efficiency with Helpdesk processes
- Co-manage & administer our SaaS environment, including identity access management (SSO integrations), O365, and other major platforms
- Create comprehensive policy and process documentation for both IT staff and Hippo employees
- Manage team performance globally (U.S., Poland) through Service Level Objectives, ensuring commitments to Hippo are met and exceeded
- Lead cross-functional projects as a key stakeholder, highlighting and championing company impact including user experience, security, infrastructure, and others
- Translate project requirements into actionable objectives and deadlines for IT Support staff
- Identify gaps in current technology, systems, and operations, and engineer scalable solutions
- Provide hands-on technical and policy escalation support
Must Haves:- 6+ years of experience in a modern IT Support environment
- 3+ years of experience managing/leading projects
- 2+ year(s) of people management or team leadership experience
- Hands-on experience managing/administering modern identity providers, device management, and other enterprise tools like Slack, Teams, Zoom, etc.
- Subject matter expert in one or more modern enterprise tools
- Experience with video conferencing solutions and support
- Extensive technical knowledge of recent desktop operating systems (I.e. macOS, Windows)
- Strong understanding of support ticket management, tracking metrics and trends, and defining/enforcing best practices
- Excellent communication and interpersonal skills to interact with key stakeholders in partner teams and company leadership
- Strong attention to detail and a passion for correctness
- Passion for continuous improvement, scalability, and the user experience
Benefits and PerksHippo treats its team members with the same level of dedication and care as we do our customers, which is why we're fortunate to provide all of our Hippos with:
- Healthy Hippos Benefits - Multiple medical plan options, 100% covered dental and vision for you and your family, and a wellness program that rewards healthy habits. We also offer a 401(k)-retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)
- Equity -This position is eligible for equity compensation
- Training and Career Growth - Training and internal career growth opportunities
- Flexible Time Off - You know when and how you should recharge
- Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers
- Hippo Habitat - Snacks and drinks available and catered lunches for onsite employees
