IT Support Lead

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

1) providing the best services for homebuyers

2) led by advantaged underwriting in insurance

3) to protect the whole home

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: IT Support Lead

Location: India

Workplace Type: Remote

Job Summary

The future is bright for the Porch Group, and we'd love for you to be a part of it as our IT Support Supervisor with the Information Technology team.

Porch Group is looking for an IT Support Supervisor to lead the Porch Moving Group IT team. This role is responsible for supervising and leading the IT Helpdesk and Sysadmin teams, providing indirect support to Porch Moving Group employees, and overseeing IT software and hardware procurement.

In this role, you will coach and support staff via chat and standard remote tools, providing instructions and best practices on business-specific programs. The ideal candidate is familiar with IT products such as Google Workspace, Microsoft Windows, Office 365, macOS, Slack, Zoom, Flex, and other business-related hardware or software.

What You Will Do As An IT Support Supervisor

• Lead Porch Moving Group IT Helpdesk and Sysadmin teams with day-to-day activities.
• Improve, maintain, and monitor essential IT support operations, including operating systems, security tools, applications, servers, email systems, laptops, software, and hardware.
• Lead critical IT tasks, projects, and escalations.
• Ensure IT support and sysadmin staff are properly trained and equipped with the right IT tools and services.
• Improve, manage, and report KPIs and metrics across IT functions, systems, and processes.
• Set up hardware and software equipment for employee use.
• Re-image laptops and desktops for re-deployments.
• Ensure proper installation of PMG IT standards, including operating systems and standard software.
• Answer escalated inquiries regarding computer software or hardware operations to resolve problems.
• Document and maintain an IT knowledge base and maintain an inventory of assets and equipment.
• Supervise and monitor all work orders and troubleshoot tickets for status and compliance with established timeframes for work performance.
• Answer questions in a friendly, professional manner to resolve computer problems for support and sysadmin staff remotely via email, chat, or telephone.
• Maintain security standards and patch management across supported endpoints and servers.
• Collaborate with others to resolve information technology issues.
• Perform other IT related duties or projects, as assigned.

What You Will Bring As An IT Support Supervisor

• Minimum of 5 years' experience supporting IT.
• 1+ year of experience leading or supervising a technical support team.
• Experience working across a broad portfolio of network, application, telecommunications, data integration, and web platform technologies.
• Experience managing enterprise-level software, equipment/hardware, networks, enterprise backup and recovery procedures, and system performance monitoring.
• SOX and ITGC compliance experience and knowledge in maintaining compliance systems.
• Demonstrated knowledge of emerging technologies and an enthusiasm for using technology to solve IT problems.
• Strong analytical and problem-solving skills, with the ability to use data and metrics to drive action.
• Ability to inspire staff and be a role model in the technical customer service space.
• Willingness to roll up your sleeves, learn, and get the job done.
• Excellent verbal and written communication skills.
• Highly focused on a customer service mindset regarding support of Porch Moving Group staff and partners with technical tools and platforms.
• Candidates that have worked in IT for a United States based publicly owned company preferred.
• Excellent written and communication skills in the English language.
• Proven experience working with US based business teams.
• Ability to work within core US business hours / time zone expectations - Eastern Standard Time (EST) overlap.
• Working Hours: 8 Hours (Excluding breaks)  
  4 Core US Hours Overlap (7:30pm- 11:30pm IST)  
  4 flexible hours (IST)    
• Workspace: A quiet, dedicated space to work, and a reliable internet connection with a minimum speed of 50 Mbps.

What You Will Get As A Porch Group Team Member

Pay Range*: ₹10,68,800 – ₹14,96,300 INR Annually

*Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job related knowledge, alignment with market and our Porch employees, as well as your geographic location.

Our benefits package will provide you with comprehensive coverage for your health, life, and financial wellbeing.

• Our benefits include medical insurance, accident insurance and retiral benefits
• Our wellness programs include 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity leaves, and weekly wellness events.

What’s next?

Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.