Member Technology Services Manager

Job Description

About the Role

The Australia region is growing, and we are looking to add additional leadership into the Technology Services & Support team.

The Member Technology Services Team missions is “Empower Our Community To Fulfill Their Life’s Work By Delivering Seamless Technology And Memorable Support”

This role will be focused on supporting a national team and working with a variety of stakeholders to ensure our members are delivered a seamless and memorable technology experience.

Department Goals & Objectives

• Support the day to day IT operations of the member technology team.
• Plan, strategise, configure, and deliver outstanding support to our members.
• Leverage existing, emerging, and innovative technologies to enhance the member experience and improve/streamline Technology Services processes.
• Support the delivery of technology services that support and improve business processes for members.
• Lead service management, member support, relationship management, and providing technical guidance.
• The Manager of Member Technology Services will be instrumental in implementing the Technology Services vision and enhancing WeWork’s current systems, processes, and infrastructure necessary to support future growth and expansion plans.

Role Goals & Objectives

• Work collaboratively with, and provide solutions to, Technology Services Leads (Networking, Audio Visual & IT Business Development) at WeWork locations.
• Monitor the availability and reliability of services infrastructure.
• Identify opportunities for optimisation and if needed, partner with other Member Technology Teams to design, plan, and implement a resolution.
• Build strong relationships with Technology Services Leads and Community Teams by using specialised capabilities and ability to influence a positive outcome.
• Lead and manage a team of Technology Services Leads.
• Provide escalation and support to Technology Services Leads including working with third party vendors to deliver service where needed.
• Recruiting the best talent to support the team's mission.
• Measure and manage KPIs and SLAs and track performance against targets.

Responsibilities

• Ensure end-to-end quality control over all member support requests and support projects.
• Design, develop, and document departmental processes.
• Provide support, direction and guidance to Technology Services team members, supervising and coordinating their activities and assisting team members in reaching their potential performance levels.
• Provide vision, guidance, and advice on technology issues to the Technology Services department and various operational projects.
• Prepare various documentation and reporting for­­­­ the purpose of tracking SLA’s, support coverage, performance, sustainment, and other measurable data.
• Ensure department SLA’s and support coverage is maintained per contractual obligations.
• Provide mentoring, leadership and professional development for subordinate staff and assigns appropriate levels of responsibilities to staff while maintaining accountability for all department personnel actions.
• Manage projects, ,including planning and execution of technology rollouts, migrations, etc.
• Assist Senior Technology Services Leads with technical projects and assumes responsibility for their entire market in their absence.
• Research potential paths to improving product via such means as efficiency studies, technological improvements, and case studies.
• Assist in the strategic planning for the future of the department
• Coordinate and partner with other departments to understand and resolve issues faster and more effectively.

Requirements

• 7 + years of technical experience
• 3+ years of experience managing technology teams
• Have excellent customer service skills including empathy, good diplomacy skills, and ownership
• Ability to use discretion and judgment in evaluating problems and creating solutions for members
• Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users
• Expert knowledge of the operation of Microsoft and Apple based business applications and operating systems
• Knowledge of data networking principles and architecture
• Ability to maintain positive relationships with members and internal team members
• Ability to use support tools to speed up problem solving and improve own productivity
• Identify and consult with management regarding project solutions
• Ability to foster teamwork and collaboration within the team
• Ability to hold people accountable for service and support promises made to members