It Support • Lead

Who you are

You have a proven track record in IT management, leading teams of IT professionals to deliver innovative technical support. Your experience includes managing diverse skill sets and fostering a collaborative environment that drives continuous improvement. You understand the importance of safety programs and OSHA compliance, ensuring a safe work environment for all associates. You possess strong interpersonal skills, allowing you to interact effectively with management and staff to provide technical assistance.

You are adept at planning, organizing, and supervising day-to-day technical support activities. Your ability to troubleshoot and resolve customer service issues is complemented by your experience in measuring and monitoring team performance against Service Level Agreements (SLA). You are committed to developing and maintaining policies, procedures, and processes that enhance operational efficiency.

Desirable

Experience with various IT infrastructures and technologies is a plus, as is familiarity with mobile computing devices and integrated computer systems. You are comfortable working with vendor hardware and networking technologies, including fiber optic and wireless topologies. Your technical expertise spans across operating systems such as Windows, Linux, and Android, enabling you to support a wide range of internal customers.

What you'll do

In this role, you will lead a team of IT professionals dedicated to providing exceptional technical support to Amazon's Operations team. You will be responsible for hiring, training, and developing your team, ensuring they have the skills and resources needed to succeed. Your leadership will be crucial in establishing a positive and productive relationship with operational partners and staff.

You will plan and supervise the day-to-day technical support activities, including troubleshooting and resolving customer service issues. Your focus will be on maintaining high standards of service delivery, ensuring that your team meets or exceeds established SLAs. You will also interact with management to provide insights and recommendations for continuous improvement of IT solutions.

As part of your responsibilities, you will develop and maintain policies and procedures that govern technical support operations. You will measure and monitor your team's performance, providing feedback and guidance to help them achieve their goals. Your role will also involve overseeing installations and ensuring compliance with safety programs and regulations.

What we offer

At Amazon, we value our employees and offer a comprehensive benefits package that includes medical, financial, and other perks. You will have the opportunity to work in a dynamic environment where innovation is encouraged, and your contributions will directly impact the efficiency of our operations. We believe in fostering a culture of growth and development, providing you with the resources and support needed to advance your career.

Join us at Amazon and be part of a team that is committed to fulfilling customer promises millions of times a day. We encourage you to apply even if your experience doesn't match every requirement — your unique perspective and skills could be just what we need.