Senior Manager, IT End User Services

Corporate IT

Mountain View, California

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Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.

We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.

About the Team:

The Information Technology team’s mission is to keep us efficient & secure by ensuring the systems and technology that we use every day are always up and running.  The team is responsible for managing Confluent’s enterprise-wide systems & infrastructure and providing end-user support.  The IT group oversees a cloud-first environment with a mixture of on-premises & public cloud infrastructure and many best-of-breed SaaS applications.

About the Role:

The Senior Manager of IT End User Services will oversee a globally distributed team of employees that manage Confluent’s enterprise-wide employee-facing technology platforms.  This position will work closely with peers and specialists to establish standards, processes, and organizational structures to support the company. This key role will effectively manage the team relating to performance management while coaching and mentoring staff to facilitate their personal and professional development. You will be responsible for ensuring your team provides optimum service and lead by example by performing tasks to provide timely service and achieve customer satisfaction. You will also provide operational, technical, and administrative leadership to the team through management, planning, and allocation of resources. Also, influence and work with other Confluent teams to provide technical support when needed by the team.
 

What You Will Do:

  • Global accountability for roadmaps, performance, and availability of the Corporate IT systems assigned to the IT Support team
  • Provide mentorship, coaching, and professional development to a team of direct reports
  • Serves as a focal point to the company in collaboration with the leadership team for purchase, tracking, integration, testing, operation, and disposition of all changes to company-wide technology owned by the IT team
  • Translate highly complex IT concepts in ways that a variety of audiences can understand; influence senior leadership to adopt new ideas, products, and/or approaches
  • General administration and familiarity with GSuite, Zoom, Slack, Atlassian, and Okta
  • Consult senior-level stakeholders across the entire organization to identify business and technology needs and optimize the use of information technology
  • Proactively identifies opportunities, conduct analyses, needs assessments, cost/benefit assessments, and broker other IT services
  • Develop a strategy as it relates to the organization's IT end-user productivity (endpoints, security, printers, and badge systems)
  • Foster strategic relationships between internal IT resources and external entities (vendors, partners, etc.)
  • Ensure smooth delivery and operation of IT services by monitoring system performance
  • Develop dashboard, reports, and KPIs for performance & productivity reporting for systems and personnel
  • Develop Service Level Agreements (SLA) and escalation procedures for the IT Service Desk
  • Develop and implement strategies for managing, measuring, and improving services, tools, and the overall support

What You Will Bring:

  • 5+ years experience as an IT Manager with direct reports and a globally distributed team
  • 8+ years of experience with progressively increasing responsibilities in a rapidly growing mid-size enterprise
  • Strong communication, presentation, and documentation skills
  • Experience working with and integrating SaaS solutions covering a combination of productivity, collaboration, communication, and security tools
  • Understanding of a variety of compliance frameworks such as SOC2, ISO270001, SOX, etc
  • Understanding of Agile methodologies
  • Familiarity with open-source platforms and tools
  • Ability to engage with stakeholders at all levels of the organization
  • Self-starter who can take projects from ideation to completion with minimal guidance
  • Ability to work on multiple complex projects simultaneously
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Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

Confluent requires all employees (in office and remote) in the U.S. to be vaccinated for COVID-19. Consistent with federal, state, and local requirements, Confluent will consider requests for reasonable accommodation based on medical conditions/contraindications or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.

Click here to review our California Candidate Privacy Notice, which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.
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Benefits

Best Teammates on Planet Earth
Adjustable Working Arrangements
Robust Benefits
Rest and Recharge Days
Weekly Lunch Spend
Flexible Paid Time Off (PTO)

Confluent is Remote-First

At Confluent, we care about how you work - not where. We encourage you to apply for positions outside of the listed location or your immediate region.

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