Manager, Business Technology Support

About the role:

Samsara is looking for a curious and motivated IT Manager who’s excited to help us scale our IT Services Management to support a rapidly growing user base of over 4,500 employees. Your primary responsibility will be to support our People, Places, and Events - enabling our employees to do their absolute best work.  This includes coaching and developing our IT team as well as organizing operations, managing contracts, building vendor relationships, developing and refining systems, managing projects, and building processes to provide the best customer experiences.

This is a remote position open to candidates based in Canada.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact – helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best. 

In this role, you will: 

• Own IT Systems - Own and optimize core tools and systems that power Samsara.  Examples include Google Workspace, Okta, Atlassian, Zendesk, Slack.
• Lead Technical support - Optimize the employee support experience and drive positive technology experiences for employees through this channel. Create smooth hand-offs between Tier 1, 2 and 3 support  Work with the team to establish best practices and build processes to ensure execution.
• Excel at Team Management - Hire and develop our global IT Team; scale the global team significantly.
• Excel at Exec Communication -  Be a clear communicator to our Exec leadership, about the state and strategy, for Core IT Services & Operations.
• Manage business partner satisfaction: drive outbound engagement to understand satisfaction or challenges with the services provided.
• Manage IT Service Levels:  has ownership of operational metrics, SLAs, industry benchmark and drives operational excellence for the department.
• Partner with Security and Compliance - Drive core security and compliance projects to ensure we’re protecting our information assets.
• Lead Innovation & Automation projects - strategize and lead key innovation projects that will bring continually better user technology experiences to Samsarians.
• Project Management: 
• Work with the Project Manager to ensure that customer needs are satisfied through managing and coordinating specific information technology deliverables; including the overall program/project plan, structure, schedule and staffing requirements.
• Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices.
• Hire, develop and lead an inclusive, engaged, and high performing team.

Minimum requirements for the role:

• 6+ years in an IT services, IT program management, technical support, or systems role.
• Experience managing a team.
• Experience with tools such as google workspace, slack, okta, zoom etc.
• Experience successfully managing people and projects.
• Expertise in our IT systems listed above.
• Strong analytical and project management skills, proven ability to design and communicate clear processes, and a detail-oriented yet flexible approach to problem solving.
• Impeccable discretion when handling sensitive and confidential information.
• Excellent self-management and interpersonal skills.
• Positive, tenacious attitude while delivering on complex and challenging projects.
• BA / BS with a technical degree (Computer Science, Computer Engineering, Mechanical Engineering, MIS, etc.)