We're in search of the right leader who can continue to pour love, wisdom and sometimes a bit of wit, to take us to the next level. If you love providing people with an incredible experience, solving problems before people know they've even got a problem, building people up and enabling them to do excellent work, then look no further. Are you ready?

As the Sr. Manager of IT Support you and your team are responsible for supporting Expel's global employees, along with providing onsite coverage for our HQ located in Herndon, VA. Your remit covers the full spectrum of employee lifecycle management, day-to-day technical support, employee communications and technical enablement. Your uncompromising focus will be on ensuring the ultimate low friction employee experience, while also driving efficiency. To be successful, you'll work across all areas of the business, though your closest partners will be found in the Employee Experience, Finance, IT and the Security functions.

This role works with the VP of Information Technology and will be responsible for a hard-working team of technical support specialists and core vendors to deliver support services across Expel's global footprint. This leadership role is intended for a creative and metrics oriented individual with a solid background in team building and process optimization.
What Expel can do you for you

• Hand over the reins to an environment without "old school" IT cruft. We're talking about a modern, cloud based IT foundation, with a layer of automation and love from our Engineering and Support teams
• Give you experience tackling the unique challenges of a growing security company with a team who truly cares about doing important work
• Provide the autonomy to define and prioritize problems & propose and implement solutions
• Connect you with security practitioners and business leaders who'll provide feedback, coaching, and mentoring

• Lead and develop a strong team of IT support specialists
• Create an environment that promotes curiosity, continuous improvement, and fun creativity
• Help us tackle the time-distance challenge of delivering our tailored IT support services outside the USA
• Your uncompromising focus will ensure the ultimate low friction employee experience, while also driving efficiency
• Your team is responsible for the technical onboarding experience for all new Expel employees and contractors, you'll make it feel like magic.
• Think about the IT support function as it's own business: prepare and handle an annual plan that supports growth at an optimized cost
• Lead a stable of core vendors and service partners integral to the support function
• Tap into the data on hand to guide the way to delivering exceptional service quality
• Drive the daily case management and triage process through operational rigor, and act as the main point of contact for all service related escalations
• Continually seek improvements that increase proactive support using data to prioritize opportunities that can be realized through training, process automation, self service and elimination of root cause.
• Regularly evaluate and address the need for changes to hours of operation, capacity, regional specific requirements and on-call rotations
• Ensure that all policy, process and how-to's are documented and followed
• Develop an enablement strategy to promote and sustain the adoption of IT services and tools
• Support all compliance initiatives that involve IT (eg. SSAE 16, SOC 2, ISO, GDPR)
• Provide regular onsite support coverage for Expel's office and associated technology ensuring it all feels like magic

• Excellent communication & conflict resolution skills, both written and verbal
• Ability to create accountability through clear expectations and regular feedback, and drive teams towards outcomes
• Comfort with ambiguity; the ability to find a path forward and lead others when the way forward is unclear, risky, or complex.
• Self-awareness, humility, resilience.
• A college degree or some reasonable and well-articulated substitute
• 6+ years of professional experience in a technical role
• 3+ years leading a technical support function
• Professional certification in any or all of the following are a plus:
• CCENT, CCNA, CompTia A+, ITIL Certification
• Experience administering Windows and macOS operating systems, and their associated management platforms, eg. InTune, Jamf
• Understanding of basic networking concepts such as vlans, subnets, wireless troubleshooting, etc.
• Experience with handling cloud apps, eg. Okta, G-Suite, Slack, Atlassian, Zoom, etc.
• Experience delivering technical support using ITIL processes and associated tooling, eg. Jira Service Management