Director, IT Support Engineering

April 6

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Coinbase

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We're building an open financial system for the world.

Digital Currency • Software • Payment Processing • Bitcoin • Technology

1001 - 5000

💰 $21.4M Post-IPO Equity on 2022-11

Description

• Oversee the Coinbase internal IT Service Desk, eDiscovery and Collaboration Enablement teams • Lead IT Support Engineering teams • Provide world class IT support • Design and implement scalable and efficient IT support processes • Identify and eliminate security and business continuity risks • Plan, design, and direct all activities of the Global Service Desk • Provide strategic direction and support for IT solutions and services that enhance mission-critical business operations • Work closely with decision makers in other departments to identify, recommend, develop, implement, and support scalable technology solutions • Reduce security and business continuity risks • Broadly foresee the scaling demands on the team • Take proactive measures to ensure the team is positioned to meet demands • Set strategy and direction for IT support services • Improve processes for automation and efficiency • Monitor and report on incident trends • Utilize data-driven decisions

Requirements

• Leads team of information technology (IT) Support Engineers, Support Analysts and management • Oversees the IT support of eDiscovery projects and initiatives • Oversees product team supporting tooling • Sets strategy and direction for IT support services • Creates automated issue identification processes and procedures • Generates and analyzes statistical reports • Standardizes reporting processes for better visibility and transparency • Monitors and reports incident trends • Utilizes data-driven decisions • Acts as subject matter expert for service processes and strategies • Defines and communicates project

Benefits

• Lead IT Support Engineering teams • Provide world class IT support • Design and implement scalable and efficient IT support processes • Identify and eliminate security and business continuity risks • Plan, design, and direct all activities of the Global Service Desk • Provide strategic direction and support for IT solutions and services • Enhance mission-critical business operations • Set strategy and direction for IT support services • Create automated issue identification processes • Generate and analyze statistical reports for process improvement • Standardize reporting processes for better visibility and transparency • Act as subject matter expert for developing service processes and strategies