Meta AR/VR Job | Enterprise Support Tech Lead

Job（岗位）: Enterprise Support Tech Lead

Type（岗位类型）: IT

Citys（岗位城市）: Redmond, WA

Date（发布日期）: Before 2021-12-14

Summary（岗位介绍）

We are seeking an Enterprise Support Tech Lead to assist in the leadership of our support services at one of the most critical connection points with our internal customers. Our goal as an organization is to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness. This position is part of the Enterprise Operations organization and requires a diverse and flexible skill set for supporting a wide variety of services across Facebook Reality Labs.

The Enterprise Support Tech Lead is responsible for the quality of the overall IT service delivery to the region/site/desks. The position is seen as an IT leader and a people management role, therefore strong interpersonal skills are a must. In this position the technical lead is expected to understand the business being supported in order to ensure deep contextual feedback to the IT service line and IT Application development teams. The ideal candidate must have strong cross-functional technical skills including but not limited to PC/Mac desktop support, networking, audio/visual and video conferencing support and project delivery. This position is part of the Enterprise Operations Organization, and as such, candidates must be passionate about technology, live for amazing customer service and have the ability to thrive in a fast paced, high-pressure environment.

Qualifications（岗位要求）

5+ years of experience in an Enterprise Operations Management role, or similar, in a global organization

5+ years of experience in support and troubleshooting Windows and Mac OS platforms (Mac OSX 10.10+, Windows 10) including mobile devices running Apple iOS & Android mobile operating systems

5+ years of experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Active Directory, LDAP, DB fundamentals, and backup/storage

4+ years experience working with Linux in a desktop or server environment

5+ years of experience using an Enterprise ITSM solution such as ServiceNow, Remedy, Jira or similar

5+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals

5+ years experience working with various collaboration suites (Office 365 and/or GSuite)

5+ years experience as a technical specialist, leading a small team of 5+

5+ years working in a customer facing role providing customer service

Description（岗位职责）

Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery

Maintain highest service quality possible for all IT operational activities

Effective management and prioritization of all IT escalations

Establish strong relationships with IT Service owners (Logistics, AV/VC, Event Operations, Corporate Networking, Infrastructure, SalesApp support) and the business (sales, marketing, engineering, HR, finance etc.)

Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs

Identify trending issues, gaps in process or standards, and shares with cross-functional teams

Performs service reviews with reports and cross functional partners

Gather business insights on where IT can drive more business impact

Ensure IT staffing of both the field staff and service lines is matched with customer demand

Management of vendor/supplier relationships in the developing and maintaining of service level agreements and ongoing management of service level compliance and assist in driving the support knowledge base

Develop, coordinate and lead local and worldwide IT projects and initiatives

Drive communication and priority within the business and global teams to ensure consistency across the organization

Evaluate how your customers are using IT toolsets

Identify gaps and plan for appropriate training

Use performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology in relation to the software and systems Facebook utilizes

Additional Requirements（额外要求）

Bachelor's degree in MIS, CIS, or equivalent work experience

Experience synthesizing business and technical needs across location and drive solution delivery

Strong business acumen and working knowledge of applications/business processes

Experience working proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems

Experience working with a Project Management tool such as Asana, Jira, MS Project, Rally, or similar

Proven relationship skills that carry across the technical spectrum and multiple geographical locations

Experience growing or scaling an IT organization at a global scale, keeping pace with Facebook’s explosive growth

Experience communicating with stakeholders and provide clear and actionable feedback when necessary