SUMMARY

We’re looking for an exceptional Lead IT Technician to help spread the Wiz magic. As part of the broader IT organization, you will report to the US IT Manager and be based in our New York office 5 days a week. Providing both exceptional service and deep technical expertise will be crucial in this role as it will be prominent within both the New York headquarters and the IT team which is responsible for supporting and optimizing a diverse portfolio of hardware and software products used by all Wizards across the globe.

Please note: This will be a full-time in-office position in our New York office.

WHAT YOU’LL DO

• Own the IT experience for the New York headquarters
• Collaborate with IT leadership on long term planning and ensuring service delivery excellence
• Provide tier 1-2 support for all end users both remotely and in person
• Serve as a technical escalation point for complex tier 2-3 support issues
• Deliver a white-glove IT experience for executives
• Troubleshoot and resolve advanced technical issues across macOS, Windows, Linux systems as well as SaaS apps
• Lead technical documentation efforts and establish best practices
• Design and conduct advanced technical training sessions for IT team members

WHAT YOU’LL BRING 

• 6+ years of progressive IT support experience in enterprise environments and preferably within a SaaS startup
• 4+ years experience with ITSM platforms (e.g. Freshservice, ServiceNow)
• 4+ years experience with MDM solutions (e.g. Kandji, Jamf, Microsoft Endpoint Manager)
• 3+ years of experience managing and configuring Zoom enterprise environments, including maintaining Zoom Room hardware and supporting large virtual events
• Positivity, flexibility, excellent communication skills, and a natural service orientation
• Demonstrated expertise in resolving complex technical challenges
• Extensive experience providing technical support to a diverse user base including both technical and nontechnical users as well as executives
• Advanced knowledge of Windows, macOS, and Linux operating systems

PREFERRED QUALIFICATIONS

• Knowledge of ITIL frameworks and best practices
• Experience as a senior member or lead of a technical team
• Experience in a fast-growing, global startup
• Strong communication skills with the ability to break down complex issues to employees and expertly manage stakeholder relationships
• Experience working closely with Security teams

For candidates who receive an offer, the estimated pay range for this role is listed below and represents annual base salary range for non-commissionable roles or annual base salary + on-target earnings ("OTE") for commissionable roles. The offered compensation may also include restricted stock units. Final compensation will be determined based on various factors, including but not limited to the candidate’s experience and skills. We are committed to offering fair and equitable compensation in accordance with labor laws and regulations. For more information on our employee benefits, visit our Careers page.

Pay Range: USD $130,500 - $179,500