Position: IT Helpdesk Manager
Company: DataRobot
Experience required: 3y
English level: intermediate

Required skills

3-5 years of experience in enterprise IT (at least 250 users)
Have managed a technical team
Strong KPI, reporting and monitoring skills. Ability to identify and analyze process-related metrics.
Knowledge and experience in MacOS troubleshooting, maintenance and repair.
Experience with using, troubleshooting and maintaining SaaS services such as Freshservice, Gsuite Enterprise, Slack, Zoom, Office365 and OKTA.
Ability to be on call for weekends and off-hours to help maintain 24/7 365 global coverage.
Strong leadership and communication skills, judgement and the ability to work effectively with our colleagues around the world.
Not afraid to get your hands dirty and provide technical support for additional coverage.

As a plus

Experience with Linux
You love taking computers apart and fixing it
You plan for the unknown and have a plan B for all scenarios
Basic knowledge of networking and DNS

Responsibilities

You’ll spend time triaging tickets in our ticketing portal, supporting over 1,000 employees globally providing them with amazing experience while maintaining best practice with security and safety in mind. Additionally, you’ll report directly to the U.S. based IT manager and work closely with another U.S. based IT Helpdesk Manager to ensure goals are aligned and met. When not managing the ticketing system and day to day office operations, you’ll spend your time mentoring and coaching your team to help them grow. Lastly, you’ll have the opportunity to participate in our bi-weekly sprint to get involved in exciting far-reaching projects.

Project description

The intelligence revolution is upon us. There is no hotter field in enterprise tech than machine learning and AI. DataRobot is at the forefront of this movement as the category creator of automated machine learning. Through our trusted enterprise AI platform and strategic partnerships, we help organizations gain a competitive edge with AI. We’ve recently been valued at over $1B, becoming Boston’s latest unicorn company. With offices and customers all over the globe, we are growing quickly and we need talented, motivated people to join the team. We’ve already transformed how data science is done at the highest level through automation, and we’re looking to extend that disruption all the way from raw data to real value.