About Railbookers:
At Railbookers, we believe that the journey is just as fulfilling as the destination. Life onboard is full of opportunities, new experiences, and rewarding relationships.
We’re a team of diverse, talented people from around the world. As we continue to expand internationally, we strive to ensure that our culture remains alive and well -that we remain aligned and engaged. Global movements don’t spring from one individual. It takes an entire team to make an impact and do something BIG. At Railbookers, we encourage every employee to identify areas of opportunity within the organization.
Every single person at Railbookers has a passion for travel, which explains why we’re so avid about encouraging our customers to get out and discover the world for themselves. Most importantly, we embolden you to be yourself and enjoy the work you do on a daily basis. We like having a great time at work, not just outside of it.
Job Overview:
We’re looking for an IT Manager to help lead our dynamic IT team in our 100% remote environment based throughout the US, UK, and Australia. We’re part of an exciting business environment that’s constantly growing and evolving to better serve the needs of our customers. Our focus within IT is to create great experiences for users at all levels of the company by continuously improving our processes and seeking opportunities to leverage new technologies.
Reporting to the Director of Technology, the ideal candidate will be comfortable as the day-to-day leader of our efforts to build and optimize our IT environment to improve outcomes for our users while meeting our KPIs for our business teams. They will manage and mentor our team of IT support specialists, build strong relationships with leaders across the business, work tirelessly to secure our systems, and will collaborate with our partner technical teams and vendors to deliver a world class technology stack.
We operate in a predominantly call center environment where business needs are rapidly evolving to meet the changing needs of our customers. Flexibility, adaptability, and the ability to resolve challenges quickly and completely are all critical ingredients for success in this role. The ideal candidate is both planner and execution engine for the team, capable of building processes and tools to allow the team to work proactively and not reactively.
Our IT environment is centered around Microsoft technologies combined with various SaaS tools and custom in-house platforms. We work quickly to support the needs of our users: we’ve recently completed the deployment of several new tools to our users in a matter of days from start to finish. We’re not afraid to look critically at our own work to find new and better ways to help our business teams meet their objectives.
This is an excellent opportunity for a self-starter to grow their experience with a broad range of technologies in an ever-evolving environment, gain valuable experience in both IT strategy and operations, and guide the development of our team of IT professionals.
Responsibilities and Duties:
- Direct current team of IT support specialists, including assignment and management of daily/weekly goals, objective setting, performance management, and short-term / long-term mentorship.
- Manage all IT needs around the company’s hiring activities (equipment, user setup and offboarding, departmental moves) and meet all assigned KPIs around new user onboarding.
- Oversee all IT hardware and software assets, including taking the lead on enhancing our current asset management system. Provide regular reports on IT hardware stock and aging, and coordinate replacements of existing equipment on agreed schedules.
- Ensure high quality IT service and support operations by managing intake and resolution of IT support requests using Jira Service Management. Drive improvements to KPIs for response and resolution time and provide regular reports and updates to team and department leadership on support activities and trends.
- Establish an on-call process to handle emergency support requests outside of standard business hours, manage the rotation of team members providing support, and catalog and resolve incidents as needed.
- Deliver regular communication to end users on IT service and support topics: upcoming maintenance operations, self-service guides to resolve common issues, and others as needed.
- Meet regularly with department leaders and managers to gather IT needs and feedback on user experience and define ways in which IT can help business teams meet their objectives.
- Contribute to our departmental knowledge base of common playbooks, system and vendor documentation, and communications templates.
- Work closely with Director of Technology to manage IT budgeting and rolling cost forecasts.
- Manage the relationships with key IT vendors (MSPs, equipment providers) to ensure that services are delivered in line with our expectations and that costs are controlled.
- Perform other duties as assigned by the Director of Technology.
Qualifications:
- Bachelor’s degree in any of the following disciplines preferred: computer science, information systems, mathematics, or business management.
- You have previous experience leading a team of 5+ staff members as an IT support lead, IT manager, or similar.
- You’ve been responsible for the results of IT KPIs and can cite numerous examples where your efforts have resulted in concrete improvements.
- You will be able to demonstrate a broad IT background with strong experience centered around Microsoft technologies: Windows workstations and servers, Intune/Autopilot, Defender Anti-Virus, Microsoft Teams and Office 365, Exchange, Active Directory, Azure, etc.
- You treat security and compliance as first-class requirements with defining technology solutions, with an eye towards constantly improving controls and defenses.
- You have plenty of enthusiasm, motivation, and the desire to succeed within a rapidly evolving business and technology landscape.
- You have excellent communication and IT customer support skills, and experience dealing with users from all organizational levels. You value communicating frequently and proactively with users, team members, vendors, and leadership.
- You will have the ability to work effectively as part of a team comprised of internal staff and external vendors.
- You’ve provided IT service and support in an environment of at least several hundred users. Experience with a diverse fleet of end user devices including MacOS and ChromeOS is preferred.
- Be open-minded when considering new tools, processes, or improvements and how they can positively impact our users and customers.
- Be able to demonstrate accuracy and flexibility in an environment with frequently changing priorities.
- Experience providing IT support for a contact center environment of 100+ users is preferred.
What We Offer:
- Work from home.
- Medical, Dental, and Vision Insurance including optional HSA and gym membership contributions.
- Employer-Matched 401(k).
- Employee and Family/Friend Travel Discounts.
- Familiarization Trips. Get paid to experience our vacations.
- Comprehensive training and ongoing professional development with opportunities for career growth and advancement within a growing company.
- A collaborative and supportive team environment.