Director, IT Support Engineering

The primary responsibilities of the Director, IT Support Engineering are to oversee the Coinbase internal IT Service Desk, eDiscovery and Collaboration Enablement teams.  You will lead IT Support Engineering teams, provide world class IT support, design and implement scalable and efficient IT support processes, and identify and eliminate security and business continuity risks. 

The Director, IT Support Engineering will plan, design, and direct all activities of the Global Service Desk, as well as provide strategic direction and support for IT solutions and services that enhance mission-critical business operations. This leader will work closely with decision makers in other departments to identify, recommend, develop, implement, and support scalable technology solutions for all aspects of the organization while, at all times, reducing security and business continuity risks. The successful candidate will broadly foresee the scaling demands on the team and take proactive measures to ensure the team is positioned to meet these demands

What you’ll be doing (ie. job duties):

• Service Desk.  Leads team of information technology (IT) Support Engineers, Support Analysts and management by setting goals, assigning projects, performing evaluations, and aiding in professional growth of team members.
• eDiscovery.  Oversees the IT support of eDiscovery projects and initiatives.
• Collaboration and Enablement.  Oversees product team supporting tooling (Ex. Jira, Confluence, Slack, etc.) used by Coinbase associates.  
• Sets strategy and direction for IT support services to include best practices for service teams and to improve processes for automation and efficiency.
• Creates automated issue identification processes and procedures through ticketing and reporting platforms.
• Generates and analyzes statistical reports for process improvement, efficiency and optimization. 
• Standardizes reporting processes for better visibility and transparency to end users; ensures triage processes are followed consistently from intake, documentation, to resolution.
• Problem Management.  Monitors and reports on incident trends and anticipates potential issues for proactive resolution.
• Utilizes data driven decisions, establishes and implements Service Level Agreements (SLAs) and executes plans on improvements in all related key performance indicators (KPIs); evaluates SLAs to ensure they are agreed to by end users and understood by those resolving issues.
• Acts as subject matter expert for developing service processes and strategies, and for expansion to other IT business functions; builds and supports business cases for expansion of Jira Service Desk  use or new functionality.
• Define and communicate project milestones, service level agreements, and resource allocation to executive team, department leads, support staff, and end users.
• Develop and review budgets and ensure they comply with stated goals, guidelines, and objectives.
• Develop bid requirements for all hardware and software upgrades, review submitted bids for compliance with stated requirements, and make the appropriate award.
• Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
• Direct research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts. 

What we look for in you (ie. job requirements):

• Bachelor’s degree in Computer Science, Information Systems or related area preferred
• Ten (10) years of experience in a corporate IT environment working with services and support; or an equivalent combination of education and experience required
• Previous experience in directly leading cross-functional teams and managing multiple vendor relationships preferred
• Demonstrated success building and leading IT teams in hyper growth circumstances. 
• Proven experience in strategic planning and development, project management, and/or policy development.
• Demonstrated history of fluency in germane technical areas, including networking, engineering development practices, security and compliance.
• Demonstrated previous success in SAAS-centric IT environments.
• Demonstrated experience in developing business processes, managing staff, budgeting, and/or overseeing business office operations.
• Demonstrated ability to apply IT principals in solving business problems.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated, self-directed, and attentive to detail.
• Extensive experience working in a team-oriented, collaborative environment.
• Excellent written, oral, and interpersonal communication skills. 

ID: P57601