Groupon’s mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses by connecting people to a vibrant, global marketplace for local services, experiences and goods. In the process, we’re positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.
Groupon's Support Services team are the day to day heroes of Groupon's success story. Thousands of people need to feel confident that their equipment and applications work, and that's where we shine.
As a Manager of IT Support Services, you will report to the Senior IT Support Services Manager and lead the North America team as they assist employees throughout the employee lifecycle; from onboarding to offboarding, and beyond. In this hands-on management role, you will be responsible for balancing the team's workload, creating partnerships and collaborating with other departments, as well as handling routine managerial duties.
In a typical day, you might monitor the ticketing queues to ensure we are on target to achieve our monthly SLA and customer satisfaction goals, creating cross training opportunities for team members to develop team bench strength, running team meetings, assisting in the equipment forecasting process, and continuously identifying opportunities to streamline and automate routine tasks.
We're a "best of both worlds" kind of company. We're big enough to have the resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. We're curious, fun, a little intense, and kind of obsessed with helping local businesses thrive. Does that sound like a compelling place to work?
Mixed Windows and Mac environment
Microsoft Active Directory, SCCM and Jamf Casper Suite.
You’ll spend time on the following:
Ensuring service levels and response times exceed SLA’s.
Mentoring, teaching, coaching, and assisting team members with personal and business related growth while providing measurable feedback on service delivery.
Drive the discussion and decisions of technical topics related to the team, as well as communicate incidents to key stakeholders.
Develop and maintain technical and procedural documentation including KPI’s, workflows, and diagrams.
Engaging with IT teams and to ensure new technologies and solutions are properly identified, managed, and documented.
Engage, develop, and maintain global synergies and relationships with IT Business partners.
Build service artifacts, oversee tasks and projects, and ensuring adherence to timelines.
Identify and lead efforts to implement improvements and automations for routine and repetitive tasks.
Maintain asset tracking solutions required for software and hardware.
Refine and maintain employee hardware standards.
Participate in team management including interviews, hires, terminations, reviews, and performance evaluations.
Participation in on call rotations.
We’re excited about you if you have:
At least 5 years experience IT Help Desk; including at least 1- year experience full cycle management of at least 5 distributed direct reports.
At least 5 years experience providing Mac and Windows enterprise support .
At least 3 years troubleshooting Desktop, Networking, Telecom, Video and Operations.
You have strong TCP/IP knowledge, including DNS and DHCP.
You have good communication, problem resolution and teamwork skills working in a fast paced environment.
Strong attention to detail, project management experience, and presentation skills.
A big plus if you have experience automating repetitive tasks with Python or Powershell
A big plus if you have experience with Google Apps Administration, including security settings, global configurations, migration and integration tools and processes, and programming within provided API tools as well as using GAM to accomplish these tasks.
A big plus if you have experience with systems management tools such as SCCM, JAMF.
We value managers who are:
Customer-focused: We believe that doing what’s right for the customer is ultimately what will drive our business forward.
Obsessed with quality: Your solutions are elegant and scale globally.
Team players. You believe that more can be achieved together. You listen to feedback and also provide supportive feedback to help others grow/improve.
Fast learners: We are willing to disrupt our existing business to trial new products and solutions. You love learning how to use new technologies and then rapidly apply them to new problems.
Pragmatic: We do things quickly to learn what our customers desire. You know when it’s appropriate to take shortcuts that don’t sacrifice quality or maintainability.
Owners: Managers at Groupon know how to positively impact the business.
Groupon's purpose is to build strong communities through thriving small businesses. To learn more about the world's largest local ecommerce marketplace, click here for the latest Groupon news. Plus, be sure to check out the values that shape our culture, guide our strategy and make our company a great place to work. And just don't take our word for it. Hear from real Groupon team members and learn more about our inclusive employee groups. If all of this sounds like something that's a great fit for you, then click apply and let's see where this takes us.
Groupon is an Equal Opportunity Employer
Qualifications for employment, promotion, and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, medical condition, sexual orientation, gender identity or expression, genetic information, ancestry, marital status, military discharge status (excluding dishonorable discharge), veteran status, citizenship status, or other legally protected status. We are all responsible for maintaining this policy. Groupon is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may email us at hraccommodations at groupon.com. If you have concerns related to Groupon’s equal employment opportunities, you may contact Groupon's Ethics Reporting Service Ethicspoint.