Tech Support - WDN T2 Manager

The Wayfair Tech Support team’s mission is to solve the dynamic technology needs for
Wayfairians everywhere by providing them a frictionless technology support experience. is on a
mission to constantly challenge the status quo to provide an exceptional end-user experience.
We strive to enable employee productivity with a suite of tools and technologies that grow as the
business grows, and we maintain a focus at all times on understanding the needs of our
business partners so that we can build around those needs. Tech Support collaborates with
stakeholders across the organization to identify, manage and resolve the root of technology
issues.

What You Will Do
● Hire, train, develop and support a team of IT professionals tasked with second layer
support for applications and services used by the Wayfair Delivery Network teams
● Establish and maintain a positive, productive relationship with Operational Stakeholders
and other IT teams.
● Create a high performance culture where excellence is expected.
● Measure, monitor and maintain the team's ability to meet Service Level Objectives.
● Collaborate with other Tier 2 managers to create and maintain policies, procedures and
processes.
● Conduct regular staff meetings and performance evaluations.
● Leverage ticket data to identify issue trends and create action plans to return to normal
● Create and maintain a Known Issue Database in relevant areas.
● Regularly report on key performance indicators to stakeholders.
● Coordinates solutions of urgent and complicated support issues with relevant business
stakeholders and managers.
● Acts as an escalation point for all requests and incidents.
● Collaborates with peers and seniors in defining and fine tuning ITIL-based processes like
service level and escalation procedures.
● Ensure that all support requests are well documented in the IT ticketing system from the
creation of the ticket to the successful resolution.
● Work with other engineering and support teams to collaborate on initiatives to improve
the overall end user experience.
● Help seek out and implement improvements to deliver a better user experience for our
end users and Tier I teams.
● Other duties as assigned.
What You Will Need
● Strong written, verbal and interpersonal communication skills.
● Ability to organize and delegate work to appropriate parties.
● Ability to prioritize work for both yourself and your team effectively.
● ITIL v4 Foundation certification is a plus.
● Proficient knowledge of SQL
● Proven track record of managing a high performing team.
● Ability to perform data and trend analysis.
● Proven history of creating SOPs such as ticket best practices.
● Experience influencing stakeholders and indirect teams.
● Strong desire for continuous improvement.
Additional Requirements
● Travel up to 10% of the time, and the ability to travel internationally.
● Scheduled shift is Monday through Friday daytime hours with on call and off hours
availability.
● Paid time off (PTO) blackout periods during major sales events and peak times.

About Us
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our
global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world,
we’re reinventing the way people shop for their homes. Through our commitment to
industry-leading technology and creative problem-solving, we are confident that Wayfair will be
home to the most rewarding work of your career. If you’re looking for rapid growth, constant
learning, and dynamic challenges, then you’ll find that amazing career opportunities are
knocking. No matter who you are, Wayfair is a place you can call home. We’re a community of
innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique
perspectives make us stronger, smarter, and well-positioned for success. We value and rely on
the collective voices of our employees, customers, community, and suppliers to help guide us as
we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s
why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of
race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship
status, marital status, disability, gender identity, gender expression, veteran status, or genetic
information