IT Manager

Why Birdeye?

Once upon a time, local businesses could attract customers through advertising and word of mouth. But today consumers choose businesses based on online reputation and digital experiences. The modern marketer must deliver exceptional experiences that create repeat customers, and they need a platform that can do this at scale. Local businesses often struggle to overcome the complexity and inefficiencies that come from using multiple applications to manage and optimize their marketing and customer experience operations. They often find that their use of fragmented point solutions keeps them from achieving true customer insights - and from acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 90,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo and in 2021, our CEO and Co-founder was named 2021 EY Entrepreneur of the Year. Birdeye is backed by the who's who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, and World Innovation Lab - and recently closed a $60 million Series C funding round led by Accel-KKR, a leading technology-focused investment firm. Learn more at birdeye.com.

What You'll Do

We are looking for an IT Manager responsible for working closely with departmental managers to determine the maintenance and growth needs of the network.

Responsibilities

• Manage IT corporate systems and networks
• Accountable for 24/7 support of core infrastructure, data and phone system
• Advanced understanding and experience in installation, configuration and troubleshooting with various desktop operating systems such as Windows 7, Windows 10, & MAC OS's in an enterprise environment
• Maintain internal server hardware to support business needs
• Plan, organize, control and evaluate corporate IT infrastructure and help desk
• Design, develop, implement, document and coordinate systems, policies, and procedures
• Ensure security of data and network access
• Proactively identify process inefficiencies and compliance issues and implement strategic solutions
• Compliance of information security and control procedures
• Collaborate on development and maintenance of IT policies and Business Continuity Plans with Development Operations team
• Manage IT service providers and vendors to ensure optimal contract value and execution
• VOIP phone system maintenance and support
• Develop ticketing dashboards to track KPI's, workload and SLA compliance
• Office network administration: Firewall, WAPs, VPN, DNS, switches
• Experience supporting a variety of networked equipment: NAS, Linux machines, printers, VoIP phone systems, video conferencing
• Experience in networking: Routers, VLAN, ISP management
• Desktop administration, user management and cloud application administration
• Compulsive documentation of processes, flows and systems
• Strong desire for ensuring the highest levels of security, implementing comprehensive monitoring, creating backups/redundancies, researching best practices
• Lead Global IT Services team including help desk, IT infrastructure (security, network, systems, hardware, software, telephony) and Cloud-based business application support
• Responsible for the overall effectiveness and efficiency of IT systems and operations to ensuring high levels of user satisfaction. Create, maintain, and enforce standards, policies and procedures
• Manage the relationship of all IT suppliers, vendors, consultants, and other experts. Forecast IT requirements, prepare annual budgets, and manage funds within the budget
• Adheres to the IT Infrastructure ITIL framework policies and procedures (including: incident, problem, change management) to ensure best-in-class user experience. Establishes KPI and SLA for driving the performance of IT services. Build systems and tools to monitor performance
• Provides thought leadership in IT strategy, operations, cost-optimization, innovation, and efficiency improvement
• Assesses the relative impact of IT industry trends to current and future enterprise infrastructure needs for the business
• Mentor, coach and build high-performing teams for world-class IT services organization

Requirements

• 8+ years experience in IT or related industry
• Must be ITIL Foundation certified
• CCNA, MCP certifications preferred
• Bachelor and/or Master Degree in Computer Science, Information Systems
• Proven work experience leading IT infrastructure in a fast paced, rapidly growing organization
• Excellent knowledge of technical management, information analysis and computer hardware/software systems
• Expertise in data center management and data governance
• Hands-on experience with helpdesk support, computer networks, network administration and network installation
• Ability to work independently and must have strong organizational, communication and customer service skills
• Systems: G-suite, RingCentral, Office 365, JIRA, FreshService
• Must be eager to work hard, to learn new skills, solve problems, and integrate tightly with the rest of the team
• Budgeting and asset management
• Ability to handle hi-tech start-up environment and adapt quickly to changing business needs
• Excellent communication and interpersonal skills with proven ability to interact across all levels of organization
• Strong leadership skills demonstrated in previous IT management role
• Experience in leading & managing in all aspects of IT operations, including business requirement analysis and design, systems and development, systems operations and life-cycle management
• Hands-on experience with TCP/IP, Network Switches, Routers, Firewalls, WiFi, Windows, MAC, Google Apps, FreshDesk and other industry leading IT systems
• Demonstrated ability to analyze and understand trends in the technology industry in order to select hardware and/or software solutions to meet current and future demands of the organization

Why You'll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.

Benefits

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available
• Maternity & Paternity Leave
• Employee Resource Groups - network with like-minded "Birds"
• Abundant opportunities that come with a dynamic and fast-growing organization!