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Manager, IT Support Operations at Reddit

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Our mission is to bring community and belonging to everyone in the world. Reddit is a community of communities where people can dive into anything through experiences built around their interests, hobbies, and passions. With more than 50 million people visiting 100,000+ communities daily, it is home to the most open and authentic conversations on the internet. From pets to parenting, skincare to stocks, there’s a community for everybody on Reddit. For more information, visit redditinc.com

Reddit is looking for an experienced IT leader to help grow our support and operations teams around the world. Our team works cross functionally with our partners in IT Operations Engineering, IT Infrastructure and Systems, Security, People Ops, and other teams to coordinate work, handle ticket escalations, and resolve issues. We onboard new employees, provision new hardware, provide hands-on support and adhere to security standards for all Reddit employees globally.

You will lead our IT Support Operations team for US-East and EMEA regions. You will be responsible for defining support best practices, escalation paths, and capabilities in conjunction with IT leadership across the globe. You will lead the team to deliver on support and operations projects, define team level KPIs, and build a roadmap that will enable Reddit to grow and scale. You recognize that being a manager means putting the development of your people first, and you will help to grow, mentor, and enable your team to deliver an amazing experience for Snoos.

Please note: the position will require some onsite presence in our New York office. 

What We Can Expect From You:

  • Build a high performing IT Support team through mentorship, training, and direct feedback.
  • Have relevant experience supporting enterprise customers in a follow-the-sun service environment.
  • Use data to find trends and drive continuous improvement through collaboration with your peers in all areas of IT
  • Provide timely resolution to problems and act as final escalation point for the team and customers
  • Work with IT leadership to develop a framework for technology training and create a feedback process for both our support team and our customers.

Responsibilities​:

  • Lead the team in the development of the support strategy and roadmaps for each of our core IT offerings within Reddit
  • Build, implement and improve internal reporting, and other processes to optimize team productivity
  • Serve as the top-line escalation point for high-priority support cases including overall triage and management
  • Assist in our Global Office Expansion projects, helping to define requirements, participate in planning, and provide resourcing to deliver amazing working locations to our Reddit team
  • Provide oversight and operational management for critical IT tools including: GSuite, Zoom, Slack, JIRA, and Confluence
  • Assist with the budgeting process including tracking spend, identifying opportunities for cost savings, and assist IT Leadership in long term forecasting
  • Build and manage relationships and costs for vendors, subcontractors and 3rd party providers 
  • Independently own and drive multiple IT projects and deliverables for the team
  • Participate in evaluating, recruiting, hiring, and developing team members
  • Ability to participate in an on-call rotation that includes after hours and weekend support
  • Some regional travel may be required to support distributed staff

Qualifications:

  • 5-7 years experience in a hands on Enterprise IT environment
  • Minimum 2+ years experience in a leadership role within a global IT organization
  • 2+ years managing and maintaining budgets 
  • Proven track record of building a global support organization and managing operations at scale
  • Experience managing ticket-based enterprise work-flow systems, particularly JIRA Service Desk and Confluence
  • Proven track-record of strong customer service, problem solving and teamwork abilities
  • Outstanding communication and interpersonal skills
  • Experience negotiating with vendors on enterprise-wide deals
  • Excellent communication and documentation skills
  • Experience in a dynamic, fast-growing environment
  • Extensive technical knowledge of macOS, iOS and, Android
  • Advanced knowledge in supporting Windows
  • Background in network fundamentals and support experience 
  • Expertise in Google Workspace support and administration (Gmail, GCal, Groups, GDocs)
  • Experience in supporting Video Conference and presentation technology, preferably with Zoom or similar services

Benefits: 

  • Annual Personal & Professional development funds
  • Comprehensive Health benefits
  • Workspace benefits for your home office
  • 401k Matching
  • Family Planning Support
  • Flexible Vacation (please use them!) & Monthly Global Wellness Days
  • 4+ months paid Parental Leave  
  • Paid Volunteer time off

Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected].

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Candidate Location Eligibility:
San Francisco, CA

Technology we use

  • Engineering
    • GolangLanguages
    • SparkFrameworks
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What are Reddit Perks + Benefits

Reddit Benefits Overview

Reddit is all about diving into your passions and interests. Our benefits are flexible, putting your wellness needs first, so we can build a vibrant culture where we work and thrive together.

Culture
Volunteer in local community
Reddit encourages its employees to take advantage of its Volunteer time-off policy which gives employees eight hours per month to make an impact in their communities via volunteer work.
Friends outside of work
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Reddit offers a 10% discount on pet insurance.
Wellness Programs
Reddit offers personal, professional, and workspace wellness programs.
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Reddit will fund up to $5,000 per year towards your day care FSA.
Generous Parental Leave
Non-birthing parents receive up to 16 weeks of paid parental leave. Birthing parents receive 22+ weeks of paid parental leave.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Reddit offers up to 17 weeks of paid family medical leave.
Adoption Assistance
Reddit will reimburse up to $25,000 for adoption and surrogacy expenses, and provide up to 16 weeks of paid bonding leave.
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
In addition to an unlimited vacation policy, Reddit offers one paid wellness day off per month.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Reddit will fund up to $150 per month towards your parking and public transportation costs to commute into the office.
Company Outings
Free Daily Meals
Enjoy free lunch in all of our offices!
Stocked Kitchen
All of our offices are stocked with delicious snacks and beverages!
Happy Hours
Relocation Assistance
Fitness Subsidies
Utilize your personal wellness stipend to fund your fitness and take advantage of nationwide discounts for Classpass.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend

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