Manager, IT Operations

Responsibilities

• Lead and develop IT Operations in New York Hub by coaching and supporting the New York IT Operations team and contractors
• Roll up your sleeves on escalated issues to assist the team and create documentation, deploy new systems and processes to effectively scale
• Build and maintain dashboards showing relevant helpdesk metrics (CSAT, SLAs, most common issues) to serve as a baseline for end-user support and overall IT performance
• Proactively identify and address inefficiencies and bottlenecks within IT Operations (e.g. access requests, automations, lifecycle management)
• Partner cross-functionally with teams across the business to understand their needs, solve problems and work towards common initiatives
• Ensure the procurement of hardware and software aligns within budget and forecast costs to optimize financial planning and resource allocation
• Lead and own IT projects from conceptualization to completion involving cross departmental collaboration

Requirements

• 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 and experience managing vendors and contractor workforces
• Advanced knowledge administering Okta, Google Workspace, Zoom, Slack, JAMF and various other SaaS tools and excellent communication and analytical skills with the ability to effectively prioritize and lead through complex situations

Qualifications

At Figma, we believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways.

Benefits

Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles.

Pay

Annual Base Salary Range: $153,000 - $269,000 USD