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Manager, IT Support

Attentive
Full-time
On-site
New York, New York, United States
$107,000 - $170,000 USD yearly
Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to help brands deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like GUESS, Urban Outfitters, and Steve Madden, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

Who we are
As the Manager, IT Support at Attentive, your role is to ensure an exceptional IT experience for our end users. Your focus is on leading customer support and efficient teams, with a strong belief in measuring and managing performance. You excel in identifying areas for improvement within the IT function and approach problem-solving with creativity and resourcefulness. You know that “if it can be measured, it can be managed” and utilize this superpower to effectively identify potential areas of improvement in the IT function. You aspire to build and enhance the IT function while leading a dedicated team of helpdesk associates and engineers.

Why Attentive needs you

    • Own and manage the IT Service Delivery function with the goal of data driven outcomes that support Attentive’s distributed(remote and in-office) workforce in their productivity needs
    • Develop and maintain standards for in office support in our NY and SF offices
    • Provide onsite IT leadership in a hybrid setting (3x per week) at the NY or SF office, as an in person point of escalation for the team and key onsite stakeholders
    • Mentor and coach a team of 3, identifying their strengths and areas for growth to help them achieve their career goals
    • Define and adhere to KPI’s and SLA’s that meet end user needsDevelop, maintain and update operational, partner and executive level reporting on all help desk functions while driving continuous service improvement

About you

    • 5+ years experience managing a corporate IT environment, supporting end user hardware (laptops, printers, conference room AV, presentation space AV,  in office networking, etc)
    • 5+ years experience leading a helpdesk or IT Support function at a modern, cloud first organization
    • Strong Atlassian Suite (Jira, Jira Service Desk, Confluence) administration skillsExperience using ITSM tools
    • Comprehensive knowledge of major SaaS productivity tooling (Okta, Google Workspace, O365, Slack, Zoom, etc)
    • Strong working knowledge of troubleshooting issues in major OS systems (macOS, Windows, iOS, Android)
    • Strong problem solving and analytical skills with the ability to identify and resolve IT issues quickly and effectively

Our scale

    • 8,000 brands powered by Attentive sent over 2.2 billion text messages over Cyber Week 2023 (Black Friday/Cyber Monday) representing a growth of 31% from 2022
    • We sent 32 billion SMS messages in 2023, up 32% YoY. That’s an average of 87 million per day
    • Our production cluster contains over 18,000 containers which serve 200+ services
    • Our streaming services process over 80 billion events per month

What we use

    • We use a wide variety of technology and we’re always looking for the best solutions to solve hard problems
    • Our backend is Java / Spring Boot microservices, built with Gradle, coupled with things like DynamoDB, Pulsar, AirFlow, Postgres, Planetscale, and Redis, hosted via AWS
    • Our frontend is built with React and TypeScript, and uses best practices like GraphQL, Storybook, Radix UI, Vite, esbuild, and Playwright
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:
- The US base salary range for this full-time position is $107,000 - $170,000 annually + equity + benefits
- Our salary ranges are determined by role, level, and location

#LI-MN1

Attentive Company Values
Default to Action - Move swiftly and with purpose
Be One Unstoppable Team - Rally as each other’s champions
Champion the Customer - Our success is defined by our customers' success
Act Like an Owner - Take responsibility for Attentive’s success

Learn more about AWAKE, Attentive’s collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know. 
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