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About the role
- IT Support Manager responsible for Confluent's US IT support and technical operations. Managing ticket queues and ensuring high-quality user support across the organization.
Responsibilities
- 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.
- General administration and familiarity with GSuite, Zoom, Slack, Atlassian, and Okta.
- 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.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent experience considered.
- 5+ years of progressive IT support experience, including 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.
Benefits
- Offers Equity
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