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Craftsy is one of the fastest-growing, to-consumer websites out there, and we are looking for a Helpdesk Lead to support our team. We’ve experienced incredible growth every year for the past five years we’ve been in business. In addition to customer base, this growth includes team members, expanded office space and increased demand on our helpdesk and network capacity. We’re looking for an experienced, motivated and highly-collaborative Helpdesk Lead to drive this momentum. With a deep understanding of Mac OS X and Google Apps, experience in leading projects and teams in a fast-paced always changing environment, the Helpdesk Lead will be responsible for projects that impact how we use technology at Craftsy. For instance, you’ll help project manage and coordinate between a Google Apps integrator, an additional backup solution provider, help desk and all staff to help the organization migrate to the Craftsy Apps domain internally. Could this be you?
Who we are:
We’re a team of talented, highly intelligent and intrinsically motivated individuals. We expect the best from our team, and in return we offer a collaborative work environment, stock options, competitive salaries and a generous vacation package. We are one of the Top Places to Work in Denver and have been on Forbes list of America’s Most Promising Companies for 2014 & 2015.
What you will do:
- Lead a small team of Helpdesk Support Technicians, plus LAN admin and SAN admin
- Provide technical project management on a continuous and ad hoc basis
- Coordinate and supervise IT contractor/vendor relationships
- Understand company technology requirements and make decisions regarding upgrades, repairs and new solutions
- Define and track team's performance against service level targets
- Lead projects to address changing business needs
- Proactively identify issues/opportunities and deliver solutions
- Perform helpdesk activities and provide hands-on end user support as required
- Create documentation for supported systems and services
- Technical mentorship including helping team members grow into new positions
- Participate in on-call, and share in off-hours maintenance work
What will make you a great fit:
- Strong history of professional growth, collaboration and excellent communication skills
- Mac OS X support (2+ years)
- Project management (2+ years, Agile experience preferred)
- Excellent troubleshooting skills
- Team leadership experience, including managing and mentoring direct reports
- Able to work independently and with minimum supervision
- Familiarity with Google Apps
- Experience with ticketing systems
- Experience with desktop configuration management solutions desired
Other technologies we work with are: AWS, Linux, Agile, Java, Python, bash scripting, Casper, Windows Server 2012, Active Directory, Aruba, Juniper, Palo Alto Networks, puppet, qLogic SAN switches, DotHill, NetApp.
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