IT Team Lead
Information Technology, Austin, US
About the Team
As the new IT Team Lead at Miro, you'll spearhead our IT efforts in the US and JAPAC, focusing on enhancing IT processes. You'll lead a skilled team, driving improvements in service delivery and project execution, including tool implementation and Jira optimization. Your role is key to navigating our upcoming office move and ensuring a seamless tech setup. This is a chance to significantly impact our IT process efficiency and security while fostering team growth and collaboration. You'll be instrumental in elevating Miro's IT capabilities, directly contributing to our mission of excellent IT service and organizational development. Join us to help shape a streamlined, secure digital workspace at Miro.
About the Role
The main objective of the IT team is to streamline operations at Miro by delivering top-tier IT services, ensuring minimal disruption and maximum efficiency for our global team as we continue to mature.
What you’ll do
- Team Leadership & Management: Lead, mentor, and manage a team of six IT support specialists responsible for providing L1 and L2 technical support. Conduct regular team meetings, performance reviews, and provide ongoing coaching and feedback. Foster a collaborative and positive team environment focused on continuous improvement
- Technical Support Oversight: Oversee the daily operations of the IT support team, ensuring timely and effective resolution of all technical issues. Manage the help desk queue, prioritize tickets, and escalate complex issues as needed. Ensure adherence to service level agreements (SLAs) and established support protocols
- Project Management: Lead and participate in various IT projects, including technology upgrades, system migrations, and new software implementations. Develop project plans, allocate resources, and ensure projects are completed on time and within scope
- Infrastructure & Operations: Ensure the reliability, security, and performance of the office's IT infrastructure, including networks, servers, and endpoints. Manage user accounts, permissions, and access rights. Oversee the procurement, deployment, and lifecycle management of IT hardware and software
- Process Improvement: Identify opportunities to improve IT support processes and workflows. Develop and maintain IT documentation, knowledge bases, and standard operating procedures (SOPs)
- Stakeholder Communication: Serve as the primary point of contact for all IT-related matters within the office. Communicate effectively with internal stakeholders to understand their needs, provide updates on ongoing issues, and manage expectations
What you’ll need
- Proven Leadership Experience: At least 5 years of experience in IT, with a minimum of 2 years in a leadership role, managing IT teams and projects within organizations of 500+ employees. Demonstrated ability to mentor, guide, and motivate a team towards achieving operational excellence
- SaaS Platform Expertise: Strong knowledge and hands-on experience with leading SaaS applications such as Google Workspace, Atlassian products, OKTA, Slack, etc. Ability to leverage these tools to improve business processes and team efficiency
- Exceptional Communication and Collaboration Skills: Outstanding ability to communicate complex IT concepts to non-technical stakeholders and collaborate effectively across different departments. Proven track record of building strong relationships both within and outside the IT team
- Strategic Problem-Solving: Demonstrated strategic thinking and problem-solving skills, with the ability to prioritize and manage multiple tasks and projects simultaneously. Experience in implementing process improvements to enhance team productivity and operational efficiency
- Security and Compliance Awareness: A solid understanding of IT security principles, especially in relation to SaaS applications, including identity and access management, data protection, and compliance with industry standards
What's in it for you
- 401k matching + Competitive equity package
- Excellent Medical, Dental and Vision health benefits
- Fertility & Family Forming Benefits
- Flexible time off
- Lunch, snacks and drinks provided in the office
- Wellbeing benefit and WFH equipment allowance
- Annual learning and development allowance to grow your skills and career
- Up to $2,000 of charitable donation matches each year
About Miro
Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 90M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 hubs around the world.
We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!
Check out more about life at Miro:
- Youtube: https://www.youtube.com/@lifeatmiro
- Blog: https://miro.com/careers/life-at-miro/all/
- Instagram: https://www.instagram.com/mirohq/
At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.
Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.
Prepare yourself to go beyond
Here are some helpful tips to ensure you have all the correct information throughout our hiring process.
01. Recruiter Screen
A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.
02. Hiring Manager
The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.
03. Skill Assesment
An interactive presentation to see your skills in action, based around a particular case study or business problem.
04. Meet the Team
Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.
05. Leadership Round
Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro.