IT Site Support Manager

Over the past 15 years, we have seen a shift in the focus of business models across every industry – from selling physical products via one-time transactions to monetizing services via ongoing customer (aka subscriber) relationships. This is the “Subscription Economy” a phrase coined by our CEO, Tien Tzuo, he even wrote the book on it: Subscribed.

Companies have realized that the path to growth going forward is to establish direct, digital relationships with their customers, and monetize these relationships through an ever growing set of digital services.

Our vision is simple: we call it “The World Subscribed.” It’s the idea that one day every company will join the Subscription Economy -- a $1.5 Trillion opportunity by 2025 according to UBS.

Our mission: to power the world’s best companies to win in the Subscription Economy.

THE OPPORTUNITY / YOUR MISSION

We are looking for a self-motivated, enthusiastic IT Site Support Manager to join our  Zuora End User Services team.  This individual is responsible for managing all operational aspects of the Global Site Services team. Additionally, they will play a key role in managing, measuring and monitoring our IT Incident, Major Incident, Request Fulfillment and Problem Management processes. This person will help identify, recommend, develop, implement and support cost-effective technology solutions and help drive opportunities for service improvement.

The ideal candidate will have an IT Service Management and Operations background. Critical is previous experience operating a successful End-User services organization with multiple offices around the world. This position requires a blend of hands on management experience including team performance management, and direct technical support experience.

What You'll Be Doing:

Duties in this role include:

• Site Services
• Lead the Site Services team providing on-premise support in multiple global offices
• Deliver on operational commitments, projects and other initiatives and tasks as required to meet the needs of the business
• Coach Team Members and manage team performance
• Manage Major Incidents through to successful conclusion
• Provide support for incidents and requests that require on-premise resources or are otherwise unable to be resolved by the Global Service Desk.
• Support 3rd party on-site technicians as needed (telcos, workstation techs, other technical dispatches, etc.)
• Report on team activities, successes, challenges and bottlenecks.
• Handle Site Services and other IT Team escalations as required
• Provide backup and overflow for Global Service Desk
• On/Off-Boarding
• Oversee the On-Boarding and ensure that all new staff have requested equipment on Day 1.
• Ensure that New Hire Orientations and Pre-Flight checks are conducted
• Manage off-boarding requests including physical asset recovery, and machine reimaging

• Productivity and Application Support
• G-Suite (Docs, Sheets, Slides, Mail, Calendar) 
• Microsoft Office Suite (Word, Excel, Power Point, Outlook)
• Other workstation and cloud applications

• Collaboration Tools and Conference Rooms
• Audio Video and collaboration hardware (cameras, screens, microphones)
• Conference Room schedulers

• Asset Management
• Oversee cradle to grave Hardware Asset Lifecycle Management
• Keep up-to-date records on all IT related hardware and maintain the inventory database and related records
• Manage on-premise hardware inventories
• Ensure software license compliance

• Project & New Technology Support
• Assist with documentation for Support Team members and  IT customers
• Provide elevated post-launch support

• Communications
• Coordinate communications within IT and to the IT customer community
• Draft and send Major Incident communications as required
• Ensure that business stakeholders are kept up to date

What You Need for this Position

• 7-10 years of hands on experience managing IT Helpdesk or Desktop Support functions
• Proven track record of building out, training and leading an IT Support team
• Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
• Excellent customer service skills
• High energy and ability to work independently in a very fast growth environment
• Experience supporting a large 2,000+ international  heterogeneous environments
• Extensive knowledge and hands-on experience with Mac and Windows systems, as well ask desktop/laptop and mobile device solutions
• Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
• Ability to communicate effectively, verbally and in writing with all levels of an organization
• Experience orchestrating Major Incident technical response and communications
• Must be able work in a Zuora office as required
• Must have very good people skills, working directly with partners, stakeholders and end users
• Possible participation in a rotation to provide after-hours, weekend, or holiday on-call coverage
• May require lifting or carrying equipment up to 25 lbs
• Some infrequent travel, including international, may be required.

Education and Certifications

• Minimum AA degree in Information Systems, related field, or equivalent experience
• HDI Desktop Support Manager or HDI Support Center Manager highly desirable
• ITIL v3 or v4 Foundation or Service Operation a plus

Benefits*

• Competitive compensation, company equity, and retirement programs
• Medical, dental and vision insurance
• Paid holidays and “wellness” days and company wide winter break
• Generous, flexible time off
• 6 months fully paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing

*Specific benefits offerings may vary by country

About Zuora 

As the Subscription Economy leader, Zuora empowers today’s innovative companies to nurture and monetize direct, digital relationships. Our award-winning multi-product portfolio now includes Zuora Revenue, Zuora Collect and Zuora Central Platform. More recently, we’ve added subscription experience platform Zephr to our family, further expanding our capabilities to serve as an intelligent hub that monetizes the complete quote to cash and revenue recognition process at scale.

Through our combination of technology and expertise, Zuora (NYSE: ZUO) helps more than 1,000 companies around the world, including BMC Software, Box, Caterpillar, General Motors, Penske Media Corporation, Schneider Electric, Siemens and Zoom nurture and monetize direct, digital customer relationships. Headquartered in Silicon Valley, Zuora operates offices around the world in the U.S., EMEA, APAC and LATAM.

“ZEO” Culture

At Zuora, we’re building an inclusive, high-performance culture that every ZEO wants to subscribe to. We want ZEOs at every level to feel valued, included, and inspired to innovate, connect and collaborate authentically as we pioneer the Subscription Economy. You’ll be empowered to think like an owner, take initiative and together, with the support of your team you’ll push each other to the next level and help transform business models everywhere.

To learn more visit www.zuora.com

Zuora is proud to be an Equal Employment Opportunity Employer.

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to [email protected].