Information Technology at Postmates

We’re technologists, builders, and teachers who love tackling complex IT challenges and delivering creative solutions to help our people be wildly productive and successful at Postmates. We build and support the critical infrastructure, systems, and processes our people and our Postmates platform needs to stay insanely reliable, agile, and scalable for the future.

What we do

Postmates is looking for an experienced IT leader to help grow our support and operations teams. Our team works cross functionally with our partners in Security, PeopleOps, Workplace and other teams to coordinate work, handle ticket escalations and resolve issues. We onboard new employees, provision new hardware, provide hands-on support and adhere to security standards for all Postmates employees. 

What you will do:

You will lead our IT End User Support team across North America. You will be responsible for defining support best practices, escalation paths, and capabilities in conjunction with IT and Security leadership. You will lead the team to deliver on support and infrastructure projects, defining OKRs, and building a roadmap that will help to enable Postmates to grow and scale. You recognize that being a manager means putting the development of your people first, and you will help to grow, mentor, and enable your team to deliver an amazing experience for our internal customers. 

• Build a high performing IT Support team through mentorship, training, and direct feedback.
• Use data to find trends and drive continuous improvement through collaboration with your peers in all areas of IT
• Provide timely resolution to problems and act as final escalation point for the team and customers
• Work with IT leadership to develop a framework for technology training and create a feedback process for both our support team and our customers.
• Lead the team in the development of the support strategy and roadmaps for each of our core IT offerings within Postmates.
• Provide oversight and operational management for critical IT tools including: GSuite, Zoom, Slack, JIRA, Confluence, RingCentral
• Design, deliver, and support processes and technologies related to: SaaS application management, client platform standards, system performance, patching, inventory management, and configuration compliance.
• Assist in our Office Expansion projects, helping to define requirements, participate in planning, and provide resourcing to deliver amazing working locations to our Postmates team

You should have:

• 5 years experience in a hands on Enterprise IT environment
• Minimum 2 years experience in a leadership role within a global IT organization
• Experience managing and maintaining budgets 
• Proven track record of leading a distributed IT support organization and managing operations at scale
• Experience managing ticket-based enterprise work-flow systems, particularly JIRA Service Desk and Confluence.
• Strong customer service, problem solving and teamwork abilities
• Outstanding communication and interpersonal skills
• Excellent communication and documentation skills
• Experience in a dynamic, fast-growing environment.
• Extensive technical knowledge of Mac OS 10.13.x, 10.14.x, 10.15.x, iOS and Android
• Advanced knowledge in supporting Windows 10, and ChromeOS
• Background in network fundamentals and support experience 
• Expertise in GSuite support and administration (Gmail, GCal, Groups, GDocs)
• Experience in supporting Video Conference and presentation technology, preferably with Zoom and Google Meet
• Ability to participate in an on-call rotation that includes after hours and weekend support
• Some regional travel may be required to support distributed staff