Build the programs to help Flexport grow

The opportunity:

The IT Support Regional Lead - EMEA will be responsible for managing the company's IT support function, ensuring the technology experience of employees across the organization is seamless in the Europe region. You will report to the Senior IT Manager and will be responsible for hiring and managing regional IT Support members, budget planning, scaling the IT support team, and leading and mentoring the team. Develop and implement best practices and stay up-to-date with the latest trends and best practices in IT support. All while delivering best-in-class end-user support to Flexport employees. 

You will play a critical role in ensuring that Flexport IT support function is aligned with the company's overall goals and supports the seamless technology experience of employees across the organization. Everything from IT onboarding to AV and employees technology experience. The ideal candidate will be a hands-on leader with a proven track record of managing IT support operations within the Europe region with alignment with the global strategy, and will have the leadership skills necessary to manage the regional IT support engineers and regional partnership teams relationships.

You will:

• Assist Flexport employees via in-person walk-up, support ticket, email, or chat as needed.
• Document support and operations processes.
• Passionate about technology, have an excellent background in macOS, WindowsOS, software, hardware, network, A/V systems, troubleshooting, and are hungry to learn/grow in an Enterprise IT environment.
• Maintain accurate Asset Management records. 
• Design and execute projects to improve systems and operations.
• Manage the site support including end users, conference rooms, network and anything in the office proactively.
• Be the point of contact for the executives.
• Willingness to travel to Flexport offices around the world (approx. 20% will be required).
• Be on-call rotation including holidays and weekends

You should have:

• Minimum 5 years experience in IT Support in a professional environment.
• Experience using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products.
• Strong service-oriented mentality is a must. 
• Excellent communication/interpersonal skills with the ability to explain technical concepts to non-technical stakeholders
• Ability and willingness to learn and cross train with other IT team members required. 
• Extensive Technical knowledge of macOS, Windows 10/11, corporate network, Google Workplace administration, Microsoft Office administration, MDM and video conferencing solutions.
• Comfort in working with and supporting all levels of an organization, up to and including company executives.
• Enthusiasm to learn and continuously develop your technical skills, and a love for solving problems with a high level of professionalism and passion for customer service.
• Experience managing the full scope of IT in the office, including building relationships with partner teams, establishing operational standards and providing the consistent high quality services.
• Experience managing cross functional IT projects, through initiation to execution, and established the proper handoff to support operation.
• Experience with a scripting language.
• Ability to participate in an on-call rotation that includes after-hours and weekend support.
• Some heavy lifting required.
• Experience managing a small team of IT support engineers are nice to have