Coinbase · 7 hours ago

Associate Manager - IT Service Desk

United States

Full-time

Remote

Mid Level

$110K/yr - $130K/yr

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BitcoinBlockchain

Comp. & Benefits

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Responsibilities

Provide support to your IT Service Desk Managers as a point of escalation, knowledge, information dissemination, and support operations

Work as a Senior IT Service Desk Engineer along with your peers to tackle complex problems, and develop and maintain business workflows, often in association with other teams or functions within Coinbase

Utilize Problem Management practices to identify, analyze, and resolve the root causes of issues or incidents to prevent recurrence and minimize the impact of future issues

Coach and support a team of IT Service Desk agents, some of whom will report directly to you, proactively identifying and addressing quality gaps in operational tasks or documented processes while maintaining existing service delivery standards

Play a proactive role in our IT Operations Agile project sprints, OKR goal planning and execution

Act as a contact point for business stakeholders and help process between business requirements/requests and IT process intake

Proactively seek to address operational deficiencies, within our service scope, upstream, or with partner teams

Effectively collaborate with, and seek feedback from partner teams

Participating in an on-call rotation

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT Service Desk ManagementProblem ManagementTechnical SupportOSXIOSChrome OSJira Service DeskNetworking KnowledgeGoogle for Business SuiteAtlassian ToolsOktaJamfRoot Cause AnalysisPublic SpeakingTraining FacilitationITSM CertificationsUser-Centric LeadershipA/B TestingBehavioral Analytics ToolsTeam Player Mindset

Required

The mission of Coinbase resonates with you, and you are eager to learn more about crypto

Mid-level experience managing and training IT support team members

Technical experience in OSX, iOS, and Chrome OS operating systems

Admin level knowledge of Jira Service Desk, or similar ticketing system

Mid-level networking knowledge and troubleshooting ability

Excellent administration experience with Google for Business Suite, Atlassian tools, Okta, Jamf

Demonstrable troubleshooting methodologies, Problem Management skills and root cause analysis

Inclusive, people-focused leadership skills

Exceptional writing and editing skills, combined with strong presentation and public speaking skills, to effectively communicate strategies and updates to stakeholders at all levels

Strong sense of accountability and a drive for efficiency, constantly seeking better ways to improve processes and deliver high-quality output

Strong team player mindset, collaborating effectively with colleagues and fostering a positive and inclusive work environment

Continuously seeking learning opportunities to stay updated with industry trends and best practices

Able to facilitate and conduct training effectively, guiding and supporting colleagues