Meraki is making IT easier, faster, and smarter. As a business unit of Cisco Systems, Meraki is the fastest growing, cloud-managed networking team in the world with products and technology architecture that are changing the face of enterprise networking and making cloud-managed IT a reality. Headquartered in San Francisco, the team has a growing international footprint with offices in Europe, Australia, Singapore, Japan, and China.

We are looking for an IT Support Manager to lead our global support team, based in San Francisco.

Meraki’s Global Service Desk is responsible for supporting the hardware, software, and related technology in our globally distributed environment. The IT Global Support Manager provides leadership for the Service Desk staff under the guidance of the Director of IT. This role works closely with all levels of the organization to set strategy and support our end-users around the globe.

We are looking for an experienced leader to help us define the future of Meraki’s IT support, and bring that vision to life. The ideal candidate utilizes their good technical skills developed through previous Service Desk management experience and has an understanding of how a high-functioning Global Service Desk can have a positive impact on employee satisfaction and organizational success. You possess a problem-solving demeanor, with the ability to empower your team to achieve the goals you’ve defined. You also have the leadership skills to support your team members in their careers and to achieve their development goals. You balance the organizational needs of a process-driven approach with the flexibility needed to adapt to an evolving environment, keeping the goal of exceptional customer experience as your foundation. If you are someone that loves inspiring change by bringing others on board with your vision, ready to join a growing team, and passionate about leadership - we would love to hear from you!

Key Responsibilities:

• Advise Meraki Leadership on recommendations for improved processes and systems to meet the global support needs for the entire organization.
• Lead our Global Service Desk team, responsible for end-user IT support at Meraki.
• Define and achieve SLAs for Support, supporting the team by either solving or delegating Support escalations.
• Develop, lead, and coach Service Desk specialists to deliver an exceptional customer service experience.
• Work with the appropriate stakeholder(s) to resolve all escalated Service Desk requests, partnering with your team to learn from the experience.
• Develop Weekly, Monthly and Quarterly reports on ticketing trends and team performance.
• Monitor, report, and analyze team efforts to drive improvement in team performance.
• Identify trends in support requests and opportunities for improvement.
• Ensure compliance with Onboarding / Offboarding guidelines, working to define processes and procedures to guide your team.
• Partner with other teams in IT to deliver inventory, fleet management and maintain our Mac and Windows endpoints.
• Follow up with end-users on experience and expectations, to inform program adjustments and improvements.
• Partner with the IT Engineering team for implementation, access control, and improvement of SaaS products.
• Ensure both adequate virtual and onsite coverage and staffing to provide global support.

Knowledge, Skills, and Abilities:

• 3+ years of experience as an IT Support Manager or similar role
• Experience building and leading inclusive, globally distributed teams, with an emphasis on team engagement and development
• Experience working with SLAs in a globally distributed environment
• Advanced hands-on hardware and software troubleshooting skills, Windows 10 and Mac OS operating environments
• An experienced leader responsible for developing and implementing global support programs
• Solid background in customer support, with a focus on solving for systemic root causes
• Ability to communicate sophisticated technical concepts to non-technical audiences, and relate to practical applications
• Experience with using ticketing metrics to monitor performance and drive change
• A passion for business transformation, the ability to lead change in an inclusive manner and the desire to bring the best combination of skills together in a team

Nice to have:

• Experience working with Meraki products
• Experience leading teams and initiatives within a large enterprise organization
• Background in training, or other creative approaches to driving employee engagement in technical programs

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.