IT Support Lead Datadog
New York, NY

Job Description

About Datadog:

We're on a mission to build the best platform in the world for engineers to understand and scale their systems, applications, and teams. We operate at high scale-trillions of data points per day-providing always-on alerting, metrics visualization, logs, and application tracing for tens of thousands of companies. Our engineering culture values pragmatism, honesty, and simplicity to solve hard problems the right way.

The team:

The IT Support team is comprised of IT Technicians in various offices and is critical to the success of Datadog employees around the globe. Team responsibilities include employee onboarding, macOS and Windows support, support of SaaS tools as well as technology in our offices including video conferencing equipment.

The opportunity:

As the Lead for the IT Support team you will be responsible for a global team of IT Technicians. You will provide strategy, guidance and serve as a point of escalation. You will represent your team and collaborate with the greater Datadog organization.

You will:

* Manage, mentor, and recruit for the IT Support team
* Define SLAs and KPIs to ensure the help desk gives quick and accurate support
* Create and update policies, standards and procedure
* Facilitate a culture of end user self service through innovative programs, software, documentation and other resources
* Collaborate with other teams to ensure a secure and compliant technical environment
* Collaborate with greater IT organization on project based work
* Ensure all new hires have the technology and training they need to be successful
* Purchase and manage hardware and software

Requirements:

* Two years experience managing an IT help desk at an organization with 500 or more employees
* Six years of relevant experience in IT
* An incredible attention to detail
* Excellent verbal and written communications skills
* You love helping people
* You want to work in a fast paced, high growth startup environment
* You are fascinated by the way things work and love to learn

Bonus points

* You've managed G Suite and other common SaaS applications such as Slack or Jamf
* You have supported Apple devices such as Macbooks and iPads
* You have supported large WiFi environments using Meraki or similar
* You can write basic scripts to automate tasks