Associate Manager, IT Support

The Business Technology Team

This role joins the Business Technology organization and plays a critical part in realizing our vision to accelerate the delivery of business outcomes across Okta by driving clarity, collaboration, and accountability in everything we do. We enable the broader organization in the mission to "Accelerate Okta's Scale and Growth". We work on challenging problems, are data-driven, and always focus on the employee experience.

The Associate IT Support Manager Opportunity

As an Associate IT Support Manager you will manage a team of individual contributors acting as the primary point of contact between the team and key stakeholders ensuring clear communication and understanding of requirements. You'll ensure team operations run smoothly, use operational data to monitor team capacity and track performance and drive process improvements to increase efficiency,

In this role, you will be a hands-on leader who also empowers the team to do their best work. You will collaborate across teams, removing blockers and fostering a culture of transparency and innovation. You will also engage stakeholders to understand business needs, communicate clearly and ensure the team delivers aligned solutions.

What you'll bring to the role - This role is perfect for you if:

• You are a people-first proactive leader with strong technical skills and a customer service mindset.
• You are proactive and resilient in the face of ambiguity and change, constantly seeking growth opportunities.
• You enjoy mentoring, coaching and developing team members, helping guide progress towards long-term goals and being hands-on when needed.
• You're a strategic thinker who can analyze performance metrics, identify trends and drive business impact. We value individuals who can think outside the box and continuously improve systems and workflows.
• You are passionate about building great teams and continuously improving the employee support experience.

What you'll be doing

• Lead and develop a Team of IT support professionals in our North American region.
• Oversee daily IT operations and ensure successful delivery of onsite and remote support.
• Manage day-to-day operations of our support team ensuring expectations and stakeholder priorities are met.
• Serve as a conduit between the team and stakeholders and ensure business requirements are clearly understood.
• Coach and develop your team for regular one on ones and performance reviews.
• Remove blockers and I'm sure issues are resolved promptly and thoroughly.
• Partner with global peers to ensure consistent processes and knowledge sharing.
• Drive cross-functional collaboration with engineering, security and workplace teams to accelerate project delivery and ensure aligned, secure and efficient outcomes.
• Analyze data and make decisions based on business priorities.
• Encourage team participation in process improvements, continuous learning, and SME programs.
• Actively lead with curiosity, promoting brainstorming sessions to drive innovation and solve complex problems.
• Travel 10% to other offices or offsite events.

What you'll bring to the role

• 5+ years of relevant experience with a Bachelors degree or equivalent combination of education and work.
• 2-3 years of experience managing or leading a support team as well as a passion for helping people and a positive attitude.
• Strong ability to multitask and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively while ensuring a high level of accuracy and attention to detail.
• Excellent communication and stakeholder management skills.
• Experience with data driven decision-making and iterative improvement.
• Deep familiarity in a SaaS-based environment with responsibility for managing user/role-based access to systems (Okta, Google Workspace, Slack and Zoom)
• Experience supporting hardware (Mac & PC).
• Proven desire to take ownership of team success and customer outcomes.
• High integrity, accountability, and a quote figure it out" attitude.
• Experience, creating inclusive environments and inspiring others to contribute their unique perspectives.

Note: Job Descriptions aren't everything. We encourage you to apply for the role even if you don't meet all the requirements above.

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