Manager, IT Operations

Figma•San Francisco, CA

6d•Hybrid

About The Position

Figma is growing its team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! Figma is looking for a Manager, IT Operations to lead our San Francisco team. We are looking for someone with a proven record leading a technical and cross-functional team in a high-growth, evolving environment. You will drive and execute against the team's roadmap, oversee performance management and SLAs, report relevant metrics to leadership, and serve as an escalation point for the team. This is a full time hybrid role that will be held from our San Francisco Hub with at least 2 days in office per week.

Requirements

3+ years of experience leading a team of IT professionals with a wide variety of responsibilities
5+ years of direct IT support experience
Experience working with remote teams, multiple offices, and different time zones
Ability to partner with both technical and non-technical collaborators on a global level
Advanced knowledge administering Okta, Google Workspace, Zoom, Slack, JAMF and various other SaaS tools

Nice To Haves

Excellent communication and analytical skills with the ability to effectively prioritize and lead through complex situations.
Demonstrated leadership style focused on team development, accountability, and building resilient systems and processes
Experience managing vendors and contractor workforces

Responsibilities

Lead and develop IT Operations in San Francisco Hub by coaching and supporting the San Francisco IT Operations team and contractors
Roll up your sleeves on escalated issues to assist the team and create documentation, deploy new systems and processes to effectively scale
Build and maintain dashboards showing relevant helpdesk metrics (CSAT, SLAs, most common issues) to serve as a baseline for end-user support and overall IT performance.
Proactively identify and address inefficiencies and bottlenecks within IT Operations (e.g. access requests, automations, lifecycle management)
Partner cross-functionally with teams across the business to understand their needs, solve problems and work towards common initiatives
Ensure the procurement of hardware and software aligns within budget and forecast costs to optimize financial planning and resource allocation
Lead and own IT projects from conceptualization to completion involving cross departmental collaboration