Manager, IT Support

• Lead the organization’s IT support function for our US region while actively contributing to daily technical operations
• Manage the support ticket queue, assigning and tracking work
• Mentor team members
• Ensure prompt, high-quality technical support
• Work on tickets and resolve complex technical issues
• Oversee IT asset lifecycle management
• Ensure smooth onboarding and off-boarding of employees
• Shared accountability for roadmaps, performance, and availability of the IT Support team
• Be the face of IT support to our local Confluent team, including our executives at our HQ
• Provide mentorship, coaching, and professional development to a team of direct reports
• Serves as a contributor to the company in collaboration with the leadership team for purchase, tracking, integration, testing, operation, and disposition of all changes to company-wide technology owned by the IT team
• Translate highly complex IT concepts in ways that a variety of audiences can understand
• Influence senior leadership to adopt new ideas, products, and/or approaches
• Consult senior-level stakeholders across the entire organization to identify business and technology needs and optimize the use of information technology
• Proactively identifies opportunities, conducts analyses, needs assessments, cost/benefit assessments, and brokers other IT services
• Foster strategic relationships between internal IT resources and external entities (vendors, partners, etc.)
• Ensure smooth delivery and operation of IT services by monitoring system performance
• Develop dashboard, reports, and KPIs for performance & productivity reporting for systems and personnel
• Ensure our Service Level Agreements (SLA) and escalations are appropriately addressed
• Develop and implement strategies to manage, measure, and improve services, tools, and overall support
• Help define and be part of our AI strategy, including support, user education, and experience

• 5+ years of progressive IT support experience
• At least 2 years in a supervisory, lead, or management role
• Technical expertise in computer systems, networks, hardware, software, and standard business applications
• Proven ability to balance leadership duties with personal technical workload
• Experience managing IT asset lifecycles, onboarding/offboarding processes, and support-related audits
• Excellent troubleshooting, problem-solving, and analytical skills
• Strong leadership, communication, and interpersonal abilities with a customer service focus
• Experience with ITSM tools and knowledge of ITIL best practices preferred
• Experience with AI for end-user support is a plus
• General administration and familiarity with GSuite, Zoom, Slack, Atlassian, and Okta

Experience with AI for end-user support

• Remote-First Work
• Robust Insurance Benefits
• Flexible Time Away
• The Best Teammates
• Experience Ambassadors
• Open and Honest Culture
• Well-Being and Growth
• Offers Equity