IT Support Team Lead
Our Purpose
Here at Xero we are all about people and creating beautiful experiences for our customers. We are a passionate team of technologists who love to learn and get involved in the community. We focus on developing solutions to make it easier for small businesses to grow through beautiful accounting software.
How you'll make an impact
As an IT Support Team Lead with us, you will have the overall responsibility of leading a team of IT Service Desk professionals who deliver high quality support to Xero employees in the US and Canada.
You will lead from the front and help the team to deliver outstanding customer experiences and be seen as the senior leader and go-to person for the resolution of challenging issues.
What you'll do
- Build and maintain a high performing support team, ensuring the team is motivated, engaged, learning and growing
- Create space and opportunity for disruptive thinking and innovation for you and your team
- Coordinate the day to day support activities across your team, also be cognizant of global requirements and demands
- Diagnose, investigate and resolve incidents and problems
- Assist the project team with project handover and project related desktop support tasks
- Support for internally used SaaS applications
What you'll bring with you
Critical Competencies
- A passion for helping people fulfill their potential, and delivering best-in-class customer service
- Ownership and ability to thrive in a fast paced environment
- Excellent people, relationship and communication skills at all levels within Xero
- Lead, coach and grow a high performing team, setting challenging but achievable goals and collaborating to make them happen
- Proactive, 'can-do' attitude, exceptionally self-motivated and directed
- Superior analytical, evaluative, and problem-solving abilities with a keen attention to detail
Experience
- 5+ years of IT Support experience or equivalent work experience in a large corporate environment
- Previous experience managing a customer facing team is preferred
- Extensive experience in cloud delivered technologies, such as GSuite, Zendesk, Okta and Slack
- Previous Experience with SCCM and JAMF Pro and MDM
- Experience supporting various AV technologies
This is an outstanding opportunity in a dynamic, fast paced, growth-orientated business.If you meet the above criteria, then we'd like you to be a part of the next chapter of the Xero success story. At Xero, we encourage diversity, foster innovation and reward success.
Xero is an Equal Opportunity Employer.