About the team:

The Information Technology team at Rubrik influences business processes, employee experience, and technologies to scale our organization to $1B+. This team creates operational efficiency across the company by centralizing the management of Infrastructure, Technology, and Data. The IT team ensures all stages of the software development lifecycle in a secured environment and scrutinizes the deployment of proper processes along with governance. They champion Rubrik on Rubrik and are the first customers of the Engineering teams at Rubrik.

Rubrik Corp IT is constructed of 100% SaaS and 0% on-premises. The IT team caters to accelerated enhancement of business value and multiple day-to-day business processes through our varied SaaS applications like Salesforce.com, Oracle Netsuite, Workday, Snowflake, Etrade, jitterbit, Allocadia, etc. This team also delivers high-paced business outcomes with 100% system uptime backed by agile, nimble, simple, but cohesive Cloud architectures.

About the role:

This candidate will report to the Director of Global Corp IT and be responsible for technical management of IT programs and services. We are seeking a dynamic and experienced Technical IT Manager to lead our US team in a fast-paced and high-demand environment. The ideal candidate will have a proven track record of managing technical support operations, driving team performance, and ensuring exceptional customer satisfaction. This role requires strategic thinking, exceptional problem-solving skills, and the ability to thrive under pressure.

What you'll do:

• Team Leadership: Manage and mentor a team of Technical IT support professionals, ensuring high levels of performance, morale, and professional growth.
• Technical Expertise: Serve as the primary escalation point for complex technical issues, providing advanced troubleshooting and resolution guidance.
• Partner with our India leadership team to ensure our Service Desk is aligned and trained on our technical programs and can effectively support our global staff. 
• Process Improvement: Identify and implement continuous process improvements to enhance support operations and reduce incident rates.
• Resource Management: Optimize resource allocation to meet fluctuating support demand and maintain operational efficiency.
• Risk Management: Develop and enforce IT policies and procedures to mitigate risks and ensure data security and business continuity.
• Reporting and Analytics: Generate and analyze performance reports to identify trends, areas for improvement, and success metrics.
• Stakeholder Communication: Maintain clear and transparent communication with internal and external stakeholders, providing regular updates on support activities.
• Technology Adoption: Stay current with emerging technologies and recommend tools to improve support services and operational efficiency.

Experience you'll need:

• 3 to 5+ years experience in one or more of the following fields: All levels of IT Support (L1-3), Client engineering, Service desk and Executive Support.
• 3 to 5+  years experience leading technical teams in a management or leadership role, particularly in a fast-paced, service-oriented environment. 
• Extensive experience in leading IT teams across client engineering, IT support, and AV functions, with a strong emphasis on operational excellence.
• Deep technical knowledge in IT infrastructure, hardware, and AV systems, as well as experience managing large-scale IT support operations.
• Excellent leadership, communication, and collaboration skills, with the ability to influence collaborators at all levels and drive projects involving multiple functions.
• Training and Development: Ensures all team members receive regular training and professional development, maintaining a highly skilled support team.
• Prior experience in system administration, identity and access management, endpoint/client engineering.
• Experience with IT Asset management, Hardware lifecycle and procurement systems experience. 
• Ability to interpret, analyze, and apply pertinent service level agreements, policies, procedures, regulations, and other requirements, and turn them into actionable outcomes.
• Advanced organizational skills with the ability to set priorities and manage multiple projects.
• Ability to develop positive working relationships and a strong rapport with team members.
• Advanced proficiency with common IT service management tools (e.g., ServiceNow, Jira) 
• Advanced experience with common IT productivity tools and systems (e.g., O365, Google Workspace, Jamf, InTune, Okta, Zoom, Slack)
• Understanding of networking, hardware, software, and operating systems.
• Strong written and verbal communication skills, with the ability to explain IT concepts to a non-technical audience and a diverse community of colleagues and stakeholders.
• Skilled in managing and prioritizing incidents, including crisis management. Ability to lead in a high-pressure environment. Demonstrated ability to delegate solutioning when appropriate to the proper resources. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity.
• Demonstrated ability to design and deliver effective training programs for a variety of audiences.

Preferred qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field; Equivalent Experience or Training.
• Experience: 3-5+ years of experience in IT support management within a fast-paced environment.
• Technical Skills: Proficiency in ITIL, advanced troubleshooting techniques, and familiarity with a wide range of IT systems and tools.
• Leadership Skills: Strong team leadership, mentoring, and organizational skills.
• Communication: Excellent verbal and written communication skills, with the ability to effectively engage with stakeholders at all levels.
• Problem-Solving: Exceptional analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
• Certifications: Relevant certifications such as ITIL, CCNA, CISSP, or CompTIA are a plus.