Position Description: Come join our growing team to deliver amazing technology support experiences that fuel the vision of Dynamic Work.  The Workplace Technology Experience Manager will build a program to capture and amplify the voice of our employee “customers”, by leveraging employee insights and identifying opportunities for action, to support the technology experience.  In this role, you will also be responsible for hardware management and the new employee onboarding team.  This team will be responsible for the hardware lifecycle management and focus on building hardware to enable our employees with best in class technology.  This leader will also drive a new hire program that our employees rave about.  In this role, you will create an onboarding experience that is seamless, frictionless, and amazing.

Our team is helping to transform the future of work, which isn’t easy but is tremendously fun and rewarding. We work on challenging problems, are data driven, and always focus on the employee experience.

Job Duties and Responsibilities:

• Build the strategy and vision for the customer voice that focuses on a world class technology experience
• Drive optimization to our operational practices to meet and exceed our service standards.
• Build an effective training program for our support team that is centered by the customer voice
• Build an amazing new employee program that is seamless and our employees rave about.
• Create and drive a refresh program for our employees to provide the best technology in the hands our employees
• Drive a data centric team that focuses on actionable outcomes by defining success measures and building dashboards.
• Partner with key vendors to provide the best business solutions for our customers.
• Ability to lean in and support the front line as needed 
• Ability to develop coaching plans that support the team’s growth and career.
• Proactively look for opportunities to increase customer and team productivity
• Inventory and asset management including receiving and building of hardware as well as ongoing management of assets (loaners, redeploying used assets, EOL older assets, loss prevention, etc.)
• Bring a positive and fun spirit to the work you do each and every day 

Minimum REQUIRED Knowledge, Skills, and Abilities:

• 5+ years experience with Mac and PC technical support 
• Proven track record of building a support strategy while maintaining a high level of customer satisfaction.
• 5+ years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems 
• 4+ years leading and building IT support teams in a high paced environment
• 3+ years experience with employee lifecycle management (onboarding & offboarding) 
• 3+ years building a strong customer voice and creating actionable outcomes that level up the customer experience
• Experience with JAMF and Workspace One
• Flexibility to travel 10% of the time
• Experience with high priority escalations and high-pressure situations
• Strong ability to multi-task and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively
• Self-starter with initiative and a high 'figure it out' factor 
• Bonus: experience in any of the following: ITIL, JAMF, Okta, Windows fleet management, Proofpoint, ServiceNow, Uniflow, Envoy

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.  Find your place at Okta https://www.okta.com/company/careers/. 

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta.  More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.