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Intersection is a technology & media company committed to improving the urban experience.
New York    Posted: Friday, January 04, 2019
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Who are we?

At Intersection, we are at the forefront of the smart cities revolution. Our mission is to improve daily life in cities & public spaces, with products that bridge the digital & physical worlds by delivering connectivity, information & content to enrich our everyday journeys & elevate the urban experience.

We pair our human-centered methodology with cutting-edge technology to design, develop, deliver, & maintain unique products & experiences in public space that deliver value to advertisers, cities, & consumers. Whether partnering with urban transit systems to revolutionize commuting & travel, with cities to transform how they connect with residents & visitors, or private developers to create unforgettable experiences in neighborhoods & districts, our solutions are scalable platforms on which our clients can build the future.

Intersection is backed by Alphabet through its urban technology company Sidewalk Labs.

What is the The Role:

As the Manager of our Smart Cities Service Desk, you will be responsible for the operational support of our Link, Transit, & Connected Community products & the adherence to our prescribed service levels. You will work closely with all product workstreams to enhance the stability & uptime of our services to deliver on our mission. You will jump between technical & partner management discussions & you will work closely with other team members to grow & streamline our collective capability. This role requires excellent team management & leadership skills, as well as the ability to think & speak clearly. You should be a strong collaborator, creative problem solver, & someone who enjoys learning & sharing knowledge.

Within your first month:

  • Meet & greet the team! You will establish relationships with the Service Desk, business team, engineering, our technical partners, & product teams.
  • Work closely with the Service Desk & help them take tickets to understand our tooling & the universe of technical challenges they face.
  • Familiarize yourself with our contracts & service level agreements.
  • Collaborate with the Service Desk Technical Manager to transfer service delivery responsibilities.

Within your first three months:

  • Take over leadership & management responsibilities of our Tier 1.5 team.
  • Work with Service Desk Director to grow team to 24/7/365 capability.
  • Build support workflow & supporting systems for a new product deployment.
  • Establish tight feedback loops with business, product, engineering, & external partners.
  • Baseline SLA performance & implement plan for improvement.

Within your first nine months:

  • Add additional products and/or markets to our service portfolio
  • Take ownership of operational reporting
  • Work with Service Desk Director to build a cost model for tiered service level offerings
  • Reduce OpEx by resolving key operational or technical challenges

Youre great for this role because:

  • You have experience leading & mentoring a team to deliver high-quality work
  • You have a proven track record of supporting successful tech-based products at scale
  • You are passionate about meeting customer commitments
  • You have significant troubleshooting experience & an understanding of networking, hardware, Linux, & Android OS
  • You have strong data analysis skills & an ability to identify trends & drive business decisions through data
  • You have strong communication skills & are comfortable presenting to leadership
  • You are able to balance whats ideal with whats practical & understand how to make incremental steps to improve
  • You have experience with ZenDesk administration
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