Manager, IT Operations

Figma is looking for a Manager, IT Operations to lead our New York team. We are looking for someone with a proven record leading a technical and cross-functional team in a high-growth, rapidly scaling environment that moves quickly to support a growing organization. You will drive and execute against the team's roadmap, handle performance management, SLA's, provide leadership with relevant metrics and serve as an escalation point for the team.

You'll report to IT Operations leadership and play a key role in shaping how IT Operations scales alongside Figma's growth in New York.

This is a full time hybrid role that will be held from our New York Hub with at least 2 days in office per week.

What you'll do at Figma:

• Lead and develop IT Operations in New York Hub by coaching and supporting the New York IT Operations team and contractors
• Roll up your sleeves on escalated issues to assist the team and create documentation, deploy new systems and processes to effectively scale
• Build and maintain dashboards showing relevant helpdesk metrics (CSAT, SLAs, most common issues) to serve as a baseline for end-user support and overall IT performance. As a data-driven leader you'll use these metrics to identify root causes and create solutions
• Proactively identify and address inefficiencies and bottlenecks within IT Operations (e.g. access requests, automations, lifecycle management)
• Partner cross-functionally with teams across the business to understand their needs, solve problems and work towards common initiatives
• Ensure the procurement of hardware and software aligns within budget and forecast costs to optimize financial planning and resource allocation
• Lead and own IT projects from conceptualization to completion involving cross departmental collaboration

We'd love to hear from you if you have:

• 3+ years of experience leading a team of IT professionals with a wide variety of responsibilities
• 5+ years of direct IT support experience
• Experience working with remote teams, multiple offices, and different time zones
• Ability to partner with both technical and non-technical collaborators on a global level and experience managing vendors and contractor workforces
• Advanced knowledge administering Okta, Google Workspace, Zoom, Slack, JAMF and various other SaaS tools and excellent communication and analytical skills with the ability to effectively prioritize and lead through complex situations

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.