Bitmex is hiring a

Web3 IT Support Manager

Purpose of This Job:

As the IT Support Manager, you will lead a group of Service Desk professionals to provide timely and consistent support to our end users at all levels across the organization. Work to ensure the highest levels of customer satisfaction possible. Responsible for building out a response and support system that tracks the SLA’s associated with customer needs. Leverage our JIRA ticketing system to provide consistent communication with our end users. Lead the buildout of a robust alert and incident response system. Manage and respond to incoming requests, via multiple tools. Triage requests and manage complex requests to completion. Responsibilities include but are not limited to:

• Providing excellent customer service in assisting global users
• Responding in a timely manner to service issues and requests
• Providing technical support across the company
• Managing vulnerability notifications, termination notifications and other such high priority action items; escalation according to escalation matrix
• Manage the handover of end of day support requests so that are routed to the teams that are on call
• Engage, triage, and resolve executive related support issues due to the growth and increased presence in that office.
• Proficiency with SSO & SAML integrations
• Experience supporting Cloud/SaaS services such as G Suite and Slack
• Experience with MDM & endpoint management
• Expert knowledge of Apple systems and software
• Experience with Linux & Windows infrastructure, systems, software, and tools
• Demonstrated success with scripting and building internal tools and automation

Your top goal is to ensure excellent service standards and maintain high customer satisfaction delivered by you and your direct reports.

Desired Results/Deliverables:

• Document existing workflow, volume of tickets by department & location and propose improved workflow(s).
• Ensure a positive customer experience
• Serve as an escalation point of contact for customers seeking technical assistance, document issues and resolutions for future reference
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Also customer-oriented and patient to deal with difficult customers

Responsibilities:

• Work with all levels of staff to ensure an optimal end user experience
• Develop, maintain and document support processes for the team.
• Managing the stream of inquiries related to troubleshooting support requests, hardware, software, and network problems to ensure they are captured in JIRA requests.
• Recognize and escalate more challenging problems to the appropriate team members.
• Manage the maintenance of asset inventory to ensure endpoints are in compliance and under management.
• Interact with MDM infrastructure as needed to be certain all endpoints are up to date and secure
• Manage the remote support of AV systems globally to ensure office environments are fully functional
• Manage the onboarding/offboarding of users and deploying new technologies as required.
• Manage and publish the staggered schedule with teammates to ensure global IT support coverage
• Stay abreast of current and developing technologies and identify training to further the careers of your direct reports
• Strong familiarity with teaching/ mentoring staff members on SaaS tools and firewall architecture.

Qualifications:

• Experiencing leading teams and projects across various geographical locations
• Excellent interpersonal skills and ability to manage multiple tasks and projects
• Strong professional demeanor and work ethic
• Strong critical thinking skills
• Experience communicating on a high level to a non-technical audience
• Experience working closely with end users, team managers and senior leadership
• Experience supporting cloud/SaaS services such as G Suite
• Knowledge of Apple systems and software
• Comfortable working in fast growth environments
• Excellent communication & documentation skills
• A focus on education to empower the user base for increased productivity
• Ability to work with remote teams globally and possess cultural intelligence
• Self reliant, yet works well within a team and is directed by global presence & management
• Knowledge of ITIL preferred, in particular ITIL best practices

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