This role can be performed remotely anywhere within the United States and Canada.

We are passionate about technology that improves user experience and reduces friction. It’s what our product is all about, and it’s that same mentality we look for in our IT Team. As leader of the IT Services Team, you will deliver quality, customer-focused experiences for the products and services we deliver to our employees. Every day you will provide team guidance, manage the flow of information within the team, and ensure the highest level of service possible for our users.

Day to day, you'll:

• Identify and measure key IT performance metrics and define service-level objectives. 
• Triage and remediate service desk issues and ensure that issues are promptly routed to appropriate team members for resolution.
• Act as primary escalation point for all service desk issues. Help craft a delightful support experience for all FullStory employees.
• Plan and manage projects for the Services Team. Optimize and automate service desk and project management workflows for the Bionic Operations team.
• Manage corporate software licenses and vendor relationships.
• Hire best-in-class talent and manage performance and growth of the IT services team.

We’re looking for someone who:

• Has 2+ years of management experience in IT operations or IT service desk
  
• Has experience optimizing JIRA Service Desk and other JIRA products (e.g. SLAs, reporting, workflows, hierarchy of users)
• Has experience leading and providing guidance for endpoint and equipment management and information systems (e.g. JAMF, Okta, Google Workspaces, G-suite)
• Has project management experience (e.g. ITSM or ITIL)

 It would be amazing if you: 

• You have an ownership mindset
• You have experience collaborating on security and compliance initiatives
• You enjoy using technology to make people's work lives easier
• You take a systematic but human-centered approach to solving problems

About FullStory

Founded in 2014 on the belief that everyone benefits from a more perfect digital experience, FullStory’s digital experience intelligence platform empowers businesses to continuously improve the digital customer experience across sites and apps. At the core of FullStory’s platform is a powerful analytics engine that connects digital interactions to the metrics that matter most to businesses. With FullStory, product, engineering, and UX teams can align around the customer, break down internal information silos, and achieve company objectives together—faster. The end result? A digital experience customers love.

FullStory is backed by world-class investors and has 300+ employees around the world, with offices in Atlanta and London. We are proud to have been named to Forbes’ List of America’s Top Startup Employers, Wealthfront’s Career Launching Companies List, and LinkedIn’s Top US Startups List. Our company, in three words:

• Empathy - Making a habit of empathy is a powerful way to maintain moderation and stay open to important information that doesn't originate inside your own head.
• Clarity - Few problems can survive their thorough description. By the time you can explain a problem in excruciating detail, especially to someone else, you know how to solve it.
• Bionics - "Study what humans do and figure out how to scale it." A dedication to building bionic systems ensures we maximally empower our users while minimizing our own unnecessary toil.

Benefits

• Have a life. FullStorians enjoy autonomy and flexibility. From a remote-first work environment to untracked paid time off, we don’t believe in micromanaging your time. After all, smart, driven people are their own best bosses.
• Stay healthy. For our US-based FullStorians, we cover 99% of your premiums and 75% of your dependents’—same goes for dental and vision coverage. 
• Save for retirement. For our US-based FullStorians, we offer a 401k retirement plan through Vanguard and match employee contributions 2:1 up to $4800 USD per calendar year.
• Paid parental leave. We want FullStorians to have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.
• Keep learning. FullStory provides professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.

FullStory is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. We want candidates of all human varieties, backgrounds, and lifestyles. There’s no problem that can’t be made better by bringing together people with a broader set of perspectives. If you love technology but aren’t sure if you’d fit in, please apply anyway. When you apply, you will have the opportunity to share your pronouns, gender, ethnicity, and veteran status with FullStory to help us identify areas for improvement in our hiring and recruitment process. Completion of these questions is entirely voluntary. Any information you choose to share with us will be kept confidential and will not impact the hiring decision in any way.