- Technical support, triaging ticket requests via incoming helpdesk queries
- Guiding customers through the problem-solving process using creative diagnostic techniques and a patient, helpful attitude. Collect and communicate customer feedback along the way identifying and participating in departmental improvement efforts
- Vendor relationships, managing license renewals for SaaS products
- User account management
- Identifying opportunities to automate
- Developing and improving IT documentation
- Maintaining the in-office network and physical security systems, including partnering with Workspace Management teams to control and manage building/office access, keycard/access control system, and alarm system
- Host on-site Jumbotron events
- Partnering with stakeholder teams to support smooth and comprehensive employee onboarding and off-boarding processes
- Tracking and managing accounts and equipment inventories
- Supporting the hosting of on and offsite events as needed, ensuring reliable operation of AV equipment
- Collect and communicate customer feedback and identify and participate in department improvement efforts
- Partner with our Workspace Management team to control and manage building/office access, keycard/access control system and alarm system
- Identify opportunities for IT to improve company processes
- Be able to support IT Technicians hands-on as needed
- 5+ years of overall experience, 2 years or more spent as a Manager
- Ability to be present several days a week in the San Francisco office
- The ability to build, grow and develop a high-performing IT teams, foster a positive work culture, and attract top talent
- Ability to connect with your team members, mentor them, and provide firm yet supportive guidance
- A positive mindset and a proactive attitude, consistently identifying opportunities for improvement and taking the initiative to drive them to a successful resolution.
- Enthusiasm and ability to learn new hardware and software technologies
- Methodical, persistent, detail-oriented approach to problem solving
- Strong written and verbal communication skills with experience crafting and delivering company facing messaging
- Desire to learn and/or improve your skills on automation
- Proficiency researching difficult problems and determining the best course of action.
- Competence identifying patterns and trending issues
- Experience leading projects and following through on requests, knowing when to escalate or ask for assistance
- Proficiency prioritizing and fulfilling multiple concurrent requests
- Experience installing, configuring, and troubleshooting macOS, ChromeOS, and Windows
- Understanding of basic networking concepts for troubleshooting
- Regulatory Compliance - Knowledge of industry-specific regulations and compliance requirements
- Cybersecurity Expertise - Strong knowledge of cybersecurity best practices and the ability to ensure the organization's IT environment is secure from threats
- Working aptitude in 1 or more scripting languages such as bash, python, or rest APIs
- Familiarity using or administering any of our current tools - Kandji, FreshService, G-Suite, Slack, Crowdstrike, Tailscale
- Experience supporting offsite company events
- Interest in the Healthcare industry, data analytics, AWS Cloud management
- Certifications: Relevant industry certifications such as PMP (Project Management Professional), ITIL (Information Technology Infrastructure Library), or CISSP (Certified Information Systems Security Professional)
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IT Manager - San Francisco, United States - Nuna Inc
Description
At Nuna, our mission is to make high-quality healthcare affordable and accessible for everyone. We are dedicated to tackling one of our nation's biggest problems with ingenuity, creativity, and a keen moral compass.
Nuna is committed to simple principles: a rigorous understanding of data, modern technology, and most importantly, compassion and care for our fellow human. We want to know what really works, what doesn't-and why.
YOUR TEAM
Nuna IT acts as the conduit between every business and technology facing team, designing and maintaining the operability of Nuna's technical systems and services. We are responsible for the productivity of all employees, respond to traditional support requests, and proactively discover opportunities to improve Nuna's technical environment.
YOUR OPPORTUNITIES
The IT Manager will play a pivotal role in revitalizing our IT department. This role entails a thorough assessment of existing processes, the identification of opportunities for enhancement and automation, and providing guidance and mentorship to team members. Operating on-site from our San Francisco office, this manager will collaborate closely with the IT Technicians, gaining insights into individual strengths and areas for improvement. IT also works closely with other teams such as HR, Recruiting, Security, Compliance, Legal, and Accounting. A strong objective will be to foster cross-training among team members to ensure a comprehensive skill-set within the team and seamless coverage in the event of absences. Another strong objective is to streamline our onboarding and offboarding processes.
You will manage and bring organization and structure to a team that currently consists of three full time IT Technicians, all who live in the Bay Area and work on-site at our San Francisco office.
You will oversee and participate in the following:
Required Qualifications
Nuna is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetics and/or veteran status.
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