Job Directory IT Services Manager

IT Services Manager
San Francisco, CA

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About

Job Description

About Us

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world's largest networks that powers more than 10 trillion requests per month. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare have all web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was recognized by the World Economic Forum as a Technology Pioneer and named to Entrepreneur Magazine's Top Company Cultures list.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!

About the role

This is a great opportunity to work with a high-tech, rapidly growing company. The ideal candidate is a highly motivated IT Services manager looking to lead a global Tier 1/Tier 2 support and service fulfillment team. You will lead a team and empower productivity with extraordinary IT Support and Services fulfilment. Ideal candidates will be passionate and possess a strong IT background, including ITIL experience.

What you'll do

* Manage IT Services Staff (IT Services Analysts & IT Technicians) to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) to achieve excellence in customer service and satisfaction.
* Champion the transition throughout IT to a modern new ITIL service management platform, optimized for end-user ease of use.
* Develop, implement, and continually refine/improve service desk tools, standards and policies, incident and problem resolution procedures, and technical documentation to align IT Service Desk operations with best practices.
* Manage a team of Tier 1 and Tier 2 IT personnel, including setting up employee objectives, identifying developmental needs, etc.
* Conduct regular performance reviews and maintain appropriate levels of engagement within the team to ensure high motivation levels.
* Participate in the local interview and hiring process
* Review survey feedback to improve services, tools and support experience.
* Provide data and report on KPI's and trends to management and others in ad-hoc, weekly, monthly intervals and as needed.
* Drive ticket/incident deep dives and develop strategies for improvement. Determine root cause of issues and communicate appropriately to internal and external customers.
* Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and the user community, post incident review, and driving resulting process improvements.
* Manage process for communicating outage/emergency activities to the organization.
* Manage vendor relationships as it depends on daily operational needs
* Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
* Manage the complete life cycle for client computing hardware to include procurement, installation, replacement and/or repairs.
* Work with the IT Operations Engineers and IT Systems Administrators to continually improve the desktop computing environment, and evolve standards for hardware, software and security in the desktop environment.
* Champion Service and Support in projects and develop a strong understanding of projects impacting client computing and ensuring service impacts are minimized.
* Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
* Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
* Lead and inspire the IT Services organization to do great work by displaying the traits you want to see in the team. Keep your technical skills up to date, and provide your team with leadership through knowledge and experience.

Examples of desirable skills, knowledge and experience

* Bachelor's degree strongly preferred; ideally in MIS, or similar field of study.
* 5+ years managing an IT Service Desk in a high-tech industry, start-up environment
* Must be experienced in implementing changes in a Service Desk environment.
* Passionate about delivering exceptional customer support; able to thrive in a dynamic global environment and be a change agent.
* Proven success delivering results of increasing complexity across teams.
* Analytical skills, able to leverage KPI's (Key Performance Indicators) to improve a team's output.
* Experience with ITILv3 frameworks and a broad IT foundation.
* Exceptional written and verbal communication skills, including comfortably presenting to senior management.
* Experience managing direct reports.

What Makes Cloudflare Special?

We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers--at no cost.

Project Athenian: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.

Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here's the deal - we don't store client IP addresses never, ever. We will continue to abide by our privacy policy and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you'd like to be a part of? We'd love to hear from you!

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.

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