IT Operations Manager, Americas & EMEA

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

Snapchat is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment!

We’re looking for a Manager, IT Operations Americas & EMEA to join Snap Inc! Working from our Chicago office, you’ll be a technical hands-on leader responsible for assisting local and remote staff with technical problems, such as Mac troubleshooting, Conference Room A/V support, and office network connectivity. You’ll help build our Americas & EMEA IT team and oversee day-to-day operations across Americas & EMEA. You’ll also work collaboratively to define support best practices, drive adherence to process, and act as a strong lead for IT projects.

What you’ll do:

• Supervise day-to-day IT support operations in Americas & EMEA

• Combine hands-on support with directly managing a team of technicians

• Document, track, and monitor problems to ensure resolution in a timely manner; act as final point of contact for technical or personnel escalations

• Work closely with IT leadership team on strategic initiatives

• Drive multiple information technology projects and drive project deliverables

• Develops ICs and manage performance; setting schedules, holding 1:1s, providing clear direction on tasks and projects, and delivering feedback

• Manage and triage incoming work for the region: tickets triage, project work, etc.

• Maintain inventory of equipment and other IT assets

• Support our IT services: Google Apps, OKTA, Atlassian, etc.

• Maintain relationships with multiple vendors in multiple countries

Minimum qualifications:

• Bachelor’s degree preferred or equivalent experience

• 5+ years of experience providing support in a professional IT environment

• Ability to travel at relatively short notice, up to 30% of your time

• 3+ years of leadership or management experience

Preferred qualifications:

• Someone that loves end user support and is passionate about delivering a world-class customer service experience

• Natural problem solver who enjoys identifying ways to make things better

• Experience with a ticketing system such as Jira

• Experience with client management systems: JAMF / Airwatch

• Strong OSX Mac experience

• Windows & Linux experience is a plus

• Experience with Google Apps Suite

• Experience with Hangouts, or other video conferencing solutions

• Basic to advanced knowledge of audio visual support

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, where applicable).

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

Zone B:

Zone C:

This position is eligible for equity in the form of RSUs.