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IT Support Team Lead

In a nutshell

IDEO San Francisco is seeking an IT Support Team Lead to work directly with the location and the Global Technology team to co-design systems, resources and guidelines that strengthen the studio’s technology experiences.

We’re looking for someone resourceful and self-directed, who is comfortable navigating ambiguity, and who can strategically communicate with stakeholders. Strong customer service orientation, excellent project and time management abilities are keys to success. Flexibility and willingness to go above and beyond and occasionally work non-standard work hours is a plus.

Why is this role important for IDEO's work?

The IT Support Team Lead is part of a broader support and technology community that focuses on designing and strengthening IDEO resources that make our employee and visitor experience extraordinary. This person will co-create and build technology systems to help people both sound and look great in their communication and collaboration (with each other and the outside world). We want this expert to be looking one step ahead, proactively finding ways to enhance daily experiences. In addition to advising the San Francisco leadership team on the direction of its technology strategy, the Tech Lead will spearhead efforts to elevate the community’s overall digital fluency and train studio members on independently implementing user solutions.

Once you're here, you will

Be the Help Desk Leader for a 400+ user population, across the San Francisco “campus” of buildings, and help us plan for our eventual move to a new single location. This means defining the future of Tech Support at a large facility with multiple floors, a large local and transient user population, with global infrastructure and systems to be leveraged for that population. You will be the lead local admin of globally supported systems, ranging from Zendesk, Google Apps, Okta, Dropbox, and Video Conferencing.

Additionally, you will:

  • Lead the design and operations of self service and user friendly systems and tools for hosting local and visiting teams in a large multi-floor facility, including training to enhance the community’s comfort level and proficiency.
  • Be accountable for globally driven technology onboarding and offboarding processes for employees and contractors, in collaboration with Facilities, Talent, and Experience teams.
  • Collaborate with the global technology team on enterprise-wide initiatives and cross-location projects.
  • Guide initiatives and continually develop technical team members, with a focus on training and growth.
  • Work with project teams to understand IDEO tools and services, develop best practices and guidelines.

Relevant experience and mindset

  • 7-10 years of enterprise experience preferably in a mostly Mac OS X computing environment (experience working in creative organizations and familiarity with code and coders is a plus).
  • Experience communicating cross-functionally and across management levels in formal and informal settings.
  • Experience working with a distributed team of peers, delivering both locally and across the wider team.
  • Administration experience in global systems such as Google Apps, Exchange, O365, IAM such as Okta or Azure Active Directory.
  • Experience identifying and troubleshooting basic network and connectivity issues in LAN, WAN, WiFi.
  • Relevant and recent experience with large facilities build-out distributed services on multiple floor plates, and user self service.
  • Relevant experience with defining and using KPIs in service delivery to include user review and engagement and new methods and channels for tech services.
  • Experience serving multiple business models, from consulting services to product development to online education (example, experience with high population video services or production technology for online education).

What does IDEO offer you?

IDEO is a place unlike any other. It’s a place where you can solve diverse, complex challenges for the organization, alongside thoughtful, intelligent individuals who lead with curiosity, empathy, and optimism. Sure we work hard, but we also intentionally craft moments that allow our community to pause, create, and connect. We encourage our community to bring their whole selves to work, respect the need for work-life balance, and allow for autonomy in the design process and your career.

Application requirements and instructions:

Resume and Cover Letter. And yes, we read all cover letters!


Equal Opportunity Employer

IDEO is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

Apply now
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