Manager, IT Operations

Figma•New York, NY

11h•$153,000 - $269,000•Hybrid

About The Position

Figma is looking for a Manager, IT Operations to lead our New York team. We are looking for someone with a proven record leading a technical and cross-functional team in a high-growth, rapidly scaling environment that moves quickly to support a growing organization. You will drive and execute against the team's roadmap, handle performance management, SLA's, provide leadership with relevant metrics and serve as an escalation point for the team. You'll report to IT Operations leadership and play a key role in shaping how IT Operations scales alongside Figma's growth in New York. This is a full time hybrid role that will be held from our New York 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 and experience managing vendors and contractor workforces
Advanced knowledge administering Okta, Google Workspace, Zoom, Slack, JAMF and various other SaaS tools and excellent communication and analytical skills with the ability to effectively prioritize and lead through complex situations

Responsibilities

Lead and develop IT Operations in New York Hub by coaching and supporting the New York 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. As a data-driven leader you'll use these metrics to identify root causes and create solutions
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