Offer summary

Qualifications:

Bachelor's degree in Computer Science, IT, or a related field or equivalent work experience., 7+ years of experience in relevant domain such as Engineering or Computer Science., 4+ years leading and managing a technical support team., Experience with digital workplace technologies and strong emotional intelligence..

Key responsibilities:

Oversee the Service Desk function to ensure high quality support and positive customer service experience.

Develop and implement operational support for end user devices and manage IT Asset Management processes.

Mentor Desktop Engineers and manage sourcing contracts for endpoint computing services.

Champion IT solutions by analyzing business requirements and partnering with the People team for technology-enabled office spaces.

Job description

Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations.

Come build with us!

About the Role:

You will lead the Service Desk, the most public facing team in Aura IT. As part of this role, you will help identify opportunities for improvement, efficiencies, and collaborate with Aura IT leadership and other business units throughout Aura to drive customer satisfaction to the next level. This role reports to the Director of IT and serves as a liaison between IT and other business units within Aura. To be successful in this position you must have a blend of technical, soft, and business skills with the ability and motivation to identify solutions that will create a more productive workplace.

Day to Day:

Oversee the Service Desk function to ensure high quality support and a positive customer service experience for all Aura employees. This includes being the primary escalation point for critical IT issues impacting the workplace
Develop the implementation, monitoring and operational support for end user devices (including endpoint computing: laptop/desktop and mobile devices, cloud/virtual PCs, client security, audio/video conferencing support, OS configuration and patching, Google productivity suite, etc.)
Mentor and develop Desktop Engineers and other workplace services personnel by guiding them in handling complex support issues and continuous improvement efforts
Manage the IT Asset Management process for all Aura IT systems including database accuracy, periodic review, documentation, system lifecycle, and vendor management
Manage sourcing contracts and ensure delivery of endpoint computing services to meet the service levels and KPI’s, while ensuring compliance with safety, quality and security standards
Develop and execute a long term roadmap for employee collaboration tools and services, including training and awareness to enable adoption
Develop and maintain documentation (budgets, reports, procedures, etc.) and apply KPIs to demonstrate effectiveness, efficiency, and adherence to standards
Champion suitable IT solutions by identifying, gathering, and analyzing business requirements then translating them into actionable plans
Partner with the People team to design and implement technology-enabled office spaces
Actively monitor and assess the value delivered by IT services and projects
Identify opportunities for continuous improvement in IT service delivery
Advocate for Aura business units’ needs within IT and promote IT's capabilities to the business

What you bring to the table:

Bachelor's degree in Computer Science, IT, or a related field (or equivalent work experience)
7+ years of experience in relevant domain (Engineering, Computer Science, etc)
4+ years leading and managing a technical support team
Experience with digital workplace technologies (hardware, Operating Systems, services and SaaS tools, VDI, Desktop-as-a-Service, conferencing services)
Ability to develop and implement service excellence concepts
High emotional intelligence (EQ), specifically being an active listener and communicator that can convey complex ideas in a clear, concise manner both verbally and in writing to various levels of leadership

It would be great if you also had:

Experience with both Jamf and InTune
Strong background with structured IT support (ITIL preferred)
Business development or similar role that frequently communicates with other business units

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more!

Pay range for this position is $115,000 - $165,000 but may vary depending on job-related knowledge, skills, experience and location.

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Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.

Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.

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