IT Service Manager

WHO WE ARE?
Award-winning Lockstep® connects the world’s accounting teams to help them work better together. The pioneer in Connected Accounting, Lockstep develops tools and platforms for fintech developers and accounting teams to automate workflows between the accounting systems that are at the heart of all businesses. For developers, Lockstep API is the easy, modern platform for building fintech applications that work with their customers’ accounting systems. For accounting teams, Lockstep’s applications automate accounts receivable and accounts payable workflows improving efficiency and cash flow. Based in Seattle, Lockstep has won numerous awards including the 2022 BIG Innovation Award and 2021 Top Cash Management Solution by CFO Outlook.

ABOUT THE ROLE:
We are looking for an experienced problem solver who can own the internal IT services function for our fast-growing startup. This person will grow a team of technical workers who provide various forms of support engineering and services such as Desktop Support, Developer Support, ITSM, Security Audit compliance, Asset Management, Security & Provisioning, Help Desk System operations, Knowledge Base Management, Project Management and other vital functions to help our startup scale. You should be eager to use metrics, OKRS or KPIs to define your goals and work iteratively to improve your team’s ability to hit these targets. You are team member number one in this role and will need to both be an individual contributor and build your team as we grow.

RESPONSIBILITIES:
Supports the intake, assessment, prioritization, fulfillment, and closing of IT service requests for employees with a global footprint.

Specifically, this individual will be responsible for the following activities:

• Act as primary contact for all internal IT queries and issues
• Assist in IT staff recruitment, training, performance evaluation, promotion, retention,and termination activities
• Supervise IT services team to support and maintain company IT infrastructure
• Conduct team meetings on regular basis to discuss project issues and status
• Oversee infrastructure upgrades, modifications, and deployments
• Conduct risk assessment and develop mitigation plans
• Perform incident analysis, evaluate root cause, and implement process improvement
• Maintain documentationfor deployment, maintenance, upgrades, and problem resolution activities
• Communicate department goals and procedures to team members
• Communicate IT service policies and projects to the entire company
• Ensure team follows best practices and maintain service level agreements
• Monitor the ticket backlogs and ensure service level metrics are met
• Assign tickets to the appropriate Support Engineer according to required skills sets
• Follow up with engineer for closing tickets approaching SLA thresholds
• Assist with IT Compliance and Audit Reporting

DESIRED EXPERIENCE:

• Experience with supporting employee/company IT needs remotely
• 5+ years of technology delivery experience
• Experience with Office 365
• Experience with supporting Azure resources is preferred
• Effective communication, presentation, and meeting facilitation skills
• Proven ability to quickly earn the trust of project partners; mobilize and motivate teams; set direction and approach; resolve conflict; execute with limited information and ambiguity
• Accountability for delivery and outcomes of a project or process
• Experienced problem-solvingin real-timeestablishing priorities and implementingtriage, root cause, recovery, and improvement actions

WHY JOIN US:

• You’ll work alongside amazing, high-performing colleagues
• Fast career growth, impact, and progression -Building a great team is most critical to us and this will be a masterclass for the same.
• We believe a wide variety of backgrounds; experiences & skillsets lead to diverse perspectives & high-performing teams. A culture of balance & belonging will ensure one brings their authentic selves to work in whatever way makes sense to them.