Information Technology Support Lead

Thumbtack is a local services marketplace that connects customers who need to get things done with local, skilled professionals who can help. From plumbers and painters to DJs and personal trainers, Thumbtack helps millions of customers find the right professional for their project in over 1,000 categories.

You will be a hands-on technical leader, supervising the team and assisting our employees via walkups, support tickets, email and chat. You will oversee day-to-day IT support operations for the site working closely with Help Desk staff to: build and maintain documentation and tools, coordinate schedules, administer IT queues, lead initiatives and act as final escalation for critical issues. You understand office culture and the importance of maintaining great relationships with global customers, business partners and IT team members. You have a strong background in Mac, A/V and network troubleshooting. You must have excellent communications skills, a passion for technology and dedication to providing the best end user experience possible, mentoring others and driving best practices within the team.

* Troubleshoot and resolve advanced issues with hardware, software, applications & networking * Provide timely resolution of problems and act as final escalation point for team and customers * Coordinate and lead 12x7 support for critical IT systems and services * Work cross-functionally and advocate for team across all groups and organization levels * Lead IT-related projects and activities under the direction of IT leadership * Implement and drive critical processes (incident/ticket/queue management, post-mortems) * Maintain security standards (firewalls, patching, two-factor authentication, VPN, access) * Manage relationships and costs for vendors and 3rd-party partners * Assist with inventory budgeting, purchasing, approval and management to support operations * Participate in recruiting, hiring, evaluating and developing team members * Work with management to set team goals, lead staff to achieve results and be accountable for team performance

**Must-Have Qualifications:** * 4-6 years of experience in IT Support or IT Operations in a professional environment * 1+ years mentorship, supervisory or management experience * Experience with support ticket and queue management * Outstanding customer service, communication and interpersonal skills * Excellent analytical and problem-solving skills; ability to make thoughtful proposals, provide root cause analysis and demonstrate results through testing and metrics * A proven leader who is hardworking, learns quickly and thrives in a fast-paced environment * Extensive knowledge of Mac OS 10.10x, 10.11x, 10.12x, iOS and Android * Strong network fundamentals and support experience: Wi-Fi, VPN, printing * Knowledge of desktop security tools and best practices * Familiar with common access/authentication systems and tools: Okta, AD, LDAP * G Suite for Enterprise experience * Knowledge of audio/video conferencing solutions and support * Ability to be on-call and work outside of business hours during urgent or maintenance situations * 20% travel within the region to support offices, projects and events **Nice-to-Have Qualifications:** * Proven experience working as a member of a multi-office IT team * Conference Room A/V Support and Live Event experience * Knowledge of Mac systems administration concepts and tools * Experience with Shoretel or other VOIP systems * ACMT, Linux, Network+ or other relevant certifications * A good sense of humor!