Manager/Tech lead, Information Technology - India

About the role:

Samsara is looking for a curious and motivated IT Manager who’s excited to help us scale our IT Services Management to support a rapidly growing user base of over 4,500 employees. Your primary responsibility will be to support our People, Places, and Events - enabling our employees to do their absolute best work. This includes coaching and developing our IT team as well as organizing operations, managing contracts, building vendor relationships, developing and refining systems, managing projects, and building processes to provide the best customer experiences.

In this role, you will:

• Manage the IT Portfolio: guide a team that will run all projects that fall under IT, and own the sprint planning process across Core IT to ensure we are focused on the most important & urgent work for Samsara.
• Manage IT contracts:
• Direct the acquisition of computer software and hardware technology and negotiation of purchase agreements and services contracts with contractors and vendors.
• Manage end-to-end contract lifecycle with procurement partner
• Manage vendors & external partners:
• Experience working with SaaS applications and 3rd-party vendor relationship management, and implementation of 3rd-party tools
• Design and lead high-impact internal and external initiatives end-to-end (scope/requirements, implementation, stakeholder management, vendor/budget management)
• Work closely with IT vendors to develop a robust IT support program.
• Manage IT Service Levels: has ownership of operational metrics, SLAs, industry benchmark,s and drives operational excellence for the department
• Manage business partner satisfaction: drive outbound engagement to understand satisfaction or challenges with the services provided.
• Own IT Systems - Own and optimize core tools and systems that power Samsara. Examples include Google Workspace, Okta, Atlassian, Zendesk, Slack
• Lead Software Optimization/Rationalization - ensure Samsara is optimizing for the software budget that we have invested in
• Partner with Security and Compliance - Drive core security and compliance projects to ensure we’re protecting our information assets
• Lead Innovation & Automation projects - strategize and lead key innovation projects that will bring continually better user technology experiences to Samsarians
• Develop Operational Data Insights & Analytics - Developing and analyzing IT’s activities, using multiple data sources, and ensuring the highest levels of performance through SLAs and performance analytics
• Lead Technical Support - Optimize the employee support experience and drive positive technology experiences for employees through this channel. Create smooth hand-offs between Tier 1, 2, and 3 support. Work with the team to establish best practices and build processes to ensure execution
• Excel at Team Management - Hire and develop our global IT Team; scale the global team significantly
• Excel at Exec Communication - Be a clear communicator to our Exec leadership, about the state and strategy, for Core IT Services & Operations
• Project Management:
• Owns the full IT project lifecycle
• Project management with budgetary and human resource management responsibilities.
• Experience ensuring that customer needs are satisfied through managing and coordinating specific information technology deliverables, including the overall program/project plan, structure, schedule, and staffing requirements
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
• Hire, develop, and lead an inclusive, engaged, and high-performing team

An ideal candidate has:

• 8+ years in an IT services, IT program management, technical support, or systems role
• Experience managing a team
• Experience with tools such as google workspace, slack, okta, zoom ect
• Experience managing technical contracts for an IT department
• Understanding of vendor relationship management
• Experience successfully managing people and projects
• Expertise in IT systems, networks, operations, and cloud systems
• Strong analytical and project management skills, proven ability to design and communicate clear processes, and a detail-oriented yet flexible approach to problem solving
• Impeccable discretion when handling sensitive and confidential information
• Excellent self-management and interpersonal skills
• Positive, tenacious attitude while delivering on complex and challenging projects
• BA / BS with a technical degree (Computer Science, Computer Engineering, Mechanical Engineering, MIS, etc.)

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