Company Description
UserTesting enables every organization to deliver the best customer experience powered by human insight. With UserTesting’s on-demand Human Insight Platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. With UserTesting, product teams, marketers, digital and customer experience executives confidently and quickly create the right experiences for all target audiences, increasing brand loyalty and revenue. UserTesting has over 1,200 subscription customers, including 48 of the top 100 brands in the world, and has delivered human insights to over 35,000 companies to-date.
Founded in 2007 and backed by Accel and OpenView, UserTesting is headquartered in San Francisco with offices in Atlanta and Edinburgh. To learn more, visit www.usertesting.com.
Job Description
UserTesting is hiring an IT Manager to join our fast-paced environment and respond to our increased IT needs. This role will serve as the IT Tier 2 lead for the West Coast offices and resolve technical challenges, ranging from hardware to software to online services. This role will provide management and maintenance of all employee IT services and equipment. The IT Manager will provide thought leadership and vision on how UserTesting can scale our IT support services and provide a high level of service for our employees, enabling them to do their best work. The IT Manager will additionally provide vision and strategy towards ensuring a robust and reliable IT infrastructure that proactively prevents significant IT disruptions from occurring (Failover/DR/BC).
The person in this role should be detail-oriented and have the ability to manage complex projects. This role will report to the Director of IT.
Responsibilities:
- Lead a team to support employees for computer, application, system, device, access, and hardware issues. User-level applications (Mac OS, Adobe Creative Cloud, Chrome, Slack, Zoom, etc.).
- Identify, research, and resolve the most complex technical problems. Coordinate with other teams or specialists to resolve issues.
- Manage internal ticket tracking system for individual and company-wide support. Respond to matters in-person, over the phone, or via email and video conferencing.
- Manage onboarding and off-boarding of employees, including computer hardware procurement, setup, and provisioning. Implement solutions to automate onboarding and off-boarding processes.
- Manage company-wide hardware issues, including internet and wireless-related hardware, video conferencing equipment, and other audio-visual equipment.
- Manage relationships with external support vendors as needed.
- Assist with the vetting and implementation of software services on a department and company-wide basis. Advocate for internal buy-in to optimize hardware and software solutions.
- Manage company-wide software platforms, including Dropbox, G Suite, Confluence, Microsoft Office, Wrike, Salesforce, etc. Manage the migration of software solutions as needed.
- Recommend and implement systems that will ensure that data, devices, and networks are secure.
- Travel to UserTesting office locations on occasion as necessary to support IT needs (multi-bay area locations)
Required Qualifications:
- 5+ years of experience managing IT teams (including remote locations)
- Innate desire to help others and provide an excellent IT experience for team members
- 8+ years of experience supporting technology in a fast-moving environment
- Deep experience working with both Mac and PC hardware and operating systems
- Experience managing cloud services, such as G Suite, Confluence, and JIRA
- Strong interpersonal skills and an ability to work well with others.
- Attention-to-Detail: High level of clarity, detail, and accuracy with documentation
- High Integrity in all work, including administrative access to all accounts and stewardship in utilizing company resources
- Ability to work well under pressure
- Excellent organizational and project management skills
- Experience implementing and managing enterprise-wide programs
- Demonstrated ability to create and implement strategic plans
- Bachelor’s degree in related field or equivalent experience
Bonus Qualifications:
- Growth mindset with a constant curiosity for learning & problem solving
- Experience in high-growth, start-up environments
- Granular technical knowledge/familiarity with today's current coding languages and technical stacks
Additional Information
Besides a great work environment and the opportunity to change the world, we offer competitive salaries, benefits, plenty of perks, as well as stock options. We value diversity, and are proud to be an inclusive, equal opportunity workplace.
Learn more about what it is like to work at UserTesting at: https://www.usertesting.com/about-us/jobs