Air Support Team Leader airbnb
No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Learn more about how Airbnb works: https://www.airbnb.com/info/howitworks
We are looking for a technically knowledgeable and experienced person to lead our growing global Air Support Help Desk team within the Information & Communications Technology Services team.
Hire and train non-exempt staff in the US, Europe and APAC to provide exemplary support to Airbnb people using Apple desktop systems, Google apps, Genesys contact center system, multiple hosted commercial services and software platforms, home-grown Airbnb systems and applications, and mobile communications devices.
Schedule and direct staff to handle walk-up traffic, real-time online support, and trouble tickets across multiple time zones around the world.
Develop systems to continually improve the quality and efficiency of service delivery, including user training, self-service and automation.
Manage and direct global purchasing, inventory, and asset management policy and processes for IT-related equipment.
Step in to personally handle service delivery at peak times or when extra skills or manpower are needed.
Regularly report to the Director of IT on help desk statistics and performance against service level goals.
Develop and manage projects related to enterprise ICT systems.
Five years of experience in managing enterprise IT systems and support operations.
Knowledge of Help Desk activity management systems, preferably Web Help Desk.
Experience with purchasing, inventory management, and accounting for IT systems, hardware and software.
Experience with Apple desktops and Google apps.
Experience with providing support for enterprise audio and video conferencing systems.
Willingness to undertake extended travel and/or temporarily re-locate to Airbnb offices outside San Francisco.
JAMF/Casper Suite Certifications
Help Desk Management Certifications, e.g. ITIL, HDI
$2000 yearly employee travel coupon
Paid time off
Medical, dental, & vision insurance
Life Insurance and Disability Benefits
Flexible Spending Accounts
Breakfast, lunch & dinner
Weekly happy hour
||San Francisco, CA |